"Too many staff, too little organisation"

About: Queen's Medical Centre / Older people's healthcare

(as the patient),

I was referred to this department for what I understood was urgent treatment to avoid blindness. It in fact took six months between getting the two eyes treated. In between that time I have had to chase up for follow up appointments. I have been booked in with the wrong department and on one occasion it was clear my presence was not expected.

I have had the second treatment for which the doctor arrived one hour late. I received a perfunctory apology and they read my notes in front of me, to me this implied they knew nothing about me until that point. I found their manner off hand, almost bored and rude. Obviously the other patients were also then one hour behind. I observed staff that seemed to be wandering without any purpose or sense of urgency. Another doctor ran in as they were also late and their patients had been waiting half an hour.

I saw one elderly lady being told she didnt have an appointment as she waved the appointment letter to the staff and told them she had had a telephone call to confirm her appointment and she had taken two trains to get there.

To summarise I felt there was too many staff, too little organisation, too little respect for patients. I think all doctors should have training on how to deal with patients in a caring way and how time keeping is important.

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