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eye appointment

Story from nhs.uk

"eye appointment"

About: William Harvey Hospital (Ashford) / Ophthalmology

An appointment was made for me by Estuary View for Monday 24th October at 2.30.

When I arrived at 2.25 the receptionist said that there was no booking for me and indicated that it was the weekend staff that were to blame.

The receptionist said I could wait but that there were 4 or five people in front of me.

I 3.30 I asked if it would be much longer before I was seen and was told that they did not know but could tell me how many people there were in from of me.

There were still 4.

I was seen at just after 4pm and during my examination two other members of staff came into the examination room talking about an event that happened earlier in the day and seemed to be criticising the doctor who was examining me.Not a good experience at all.

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Responses

Response from William Harvey Hospital (Ashford) 7 years ago
William Harvey Hospital (Ashford)

Submitted on 28/10/2016 at 17:50
Published on nhs.uk on 29/10/2016 at 02:30

You describe a very poor experience and I am really sorry that this was the case.

Staff should not discuss work-related issues in front of a patient and I sincerely apologise that this happened.

I think we need to look into what happened here, because you were clearly given the impression by your GP practice that you had an appointment.

Please contact PALS, the Patient Advice and Liaison Service, so that we can take this forward.

PALS can be contacted by ringing 01227 783145 or 01227 864314 or by email at ekh-tr.PALS@nhs.net.

If you get the answerphone, it will be because the team is currently dealing with another call so please leave a message so that a PALS officer can ring you back - which they will do as soon as possible.

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