"The general care in the Eye Unit. All..."

About: Southampton General Hospital

What I liked

The general care in the Eye Unit. All clinic medical staff are great

What could be improved

The Reservation system is a shambles. I suggest it is privatised

Anything else?

Appointment schedule required by doctor and noted on front of file ignored by reservations clerk. This idicates a caring medical team, and alarmingly poor attitude of admin. clerks.

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Responses

Response from Southampton General Hospital

Many thanks for your feedback and we are sorry to hear about your experience.

Improving appointment booking is a priority for our Eye Unit. There has been a significant rise in demand for eye services, as eye conditions have become increasingly common in the local population, creating pressure on the capacity of the department. This means that at the moment, admin staff often have to book patients into the next available slot (which is not always when the doctors hope to bring you back in by).

However, we are working hard to ease the pressure and improve this situation, including developing additional capacity in community services and reviewing the skills of our existing staff . We are improving the whole booking process with dedicated admin teams working with the clinical staff (rather than in centralised teams), standardising and improving the way clinics are run, and changing the way we book clinics to keep slots available and avoid cancelling due to unexpected staff shortages.

If you would like us to look into your personal situation and respond in more detail, please contact our Patient Advice and Liaison Service on pals@suht.swest.nhs.uk or call 023 8079 8498. Unfortunately we cannot contact you directly as we do not get your name or contact details when you post a comment on this website.

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