"Frustrating."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

What I liked

The Registrar I saw was couretous and appeared knowledgeable. I trusted his competence and he answers all my questions.

What could be improved

I spent over 4 hours in a small, very airless waiting room with many other people. At no time did any of the staff come into the room to inform us of progress or to explain any delays. Some people came in and were seen relatively quickly, others took longer. Why was this? Did they have appointments? I assume so, but it would have been polite to have had this explained at the outset so that we understood.

Communication is key in situation like this, it would not have taken clerical staff two minutes to have popped in and apologised for the delay and/or explained that an emergency had come in. I am amazed how patient people were, it would only happen in England!

Anything else?

One week later I still had not received the promised letter about my next appointment. It took 15 minutes to actually get through to Ophthalmology when I was asked to hold on and then the line went dead. It took another 10 minutes to get back again to another extension where they said they had not received any paperwork about my appointment.

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Responses

Response from Queen Elizabeth I I Hospital

It sounds very much like some further investigation needs to be done to give you the answers you need. Perhaps you would be so kind to contact us by e-mail at generalenquiries.enh-tr@nhs.net so that we can take these matters up on your behalf. Please accept our apologies by the way for the slightly slow response as we have only just been alerted by the automated NHS Choices system that you left this message a couple of weeks ago.

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