"A Waiting Game"

My appointment was booked for Thursday 23rd February with an ophthalmology consultant 10.45. I arrived at 10.30am and checked in. I was still waiting in the waiting room at 12.30pm. My daughter spoke to the receptionist on two occasions regarding the waiting time. The receptionist informed us that there was a little bit of a delay.

People in the waiting room who had appointment at 11.15, 11.30 and 12.15 were still been seen before me.

The receptionist had no explanation why the booking system was not working by appointment times.

I appreciate delays happen, but good customer service is keeping the patients informed. I am an 84 year’s old and waiting that length of time with no communications from the ophthalmology team is unacceptable.

I was very disappointed in the level of service I received.

I left at 12.30pm and had still not been seen.

No apology was given. I want to know how the booking system work’s?

I feel that complaining had pushed my appointment time further back.

My daughter asked for a complaints form on the way out and was informed that it would be best to speak to a supervisor, and was told to wait until someone was available, 2 hours waiting for an appointment that was at 10.45 and to wait again to complain for the third time is disgusting.