"The consultants, nurses and receptions ..."

About: Manchester Royal Eye Hospital

(as the patient),

What I liked

The consultants, nurses and receptions staff are always exceptional. I have no complaint at all about any of the staff I have dealt with.

What could be improved

If some-one were to tell me that the main phone line actually has people at the other end I wouldn't believe them. I have been trying to let them know that I am unable to attend an appointment they have arranged for me (with 1 weeks notice) but have been unable to get through. I have heard them tell me that they 'appreciate my patience' and that 'my call is important to them' enough times to suggest that in fact the reverse is the case. Surely it's not too much to expect a large organisation such as this to have the capacity to answer the phone within a few minutes. Perhaps a call back service where users can leave their telephone numbers at busy times would help.

Anything else?

My current call has lasted 10 minutes and counting... still no answer!

Story from NHS Choices

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