"I am extremely dissatisfied, disappointed and and..."

About: Manchester Royal Eye Hospital

What could be improved

Directing patients to the right areas on arrival, not put among patients who were only there for a consultation, not treatment. This incompetence caused me a wasted afternoon. We were told that the surgery was running two hours late with no apology and no explanation.

Anything else?

I had attended the clinic on 15th September and was told that I needed an angiogram and YAG laser treatment. I attended a following appointment today 13th October. After a two-hour wait, I found that it was as if the previous consultation had never happened. I was asked the same questions as before and when I explained I was here for an angiogram and possibly laser treatment I was told "it's too late now". This, after waiting two hours to be seen, cancelling another appointment in order to attend, wasting time and petrol, putting off urgent work and preparing myself for treatment which I never received. I was told that my notes had not been put in the right place and that I should have been directed to Area E on arrival. Why did this not happen? No explanation, no apology. What if I had been a patient who had travelled a long distance to attend, or had taken time off work, or had to get a taxi to get there. Time and money wasted - what an absolute shambles! It was also very difficult to listen for one's name, as the announcements were not clear and spoken only once.

The letter of appointment did not give any indication of why I was attending and nothing to indicate to the patient or the staff where a patient should go. The whole appointments system needs urgent revision.

Story from NHS Choices

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Responses

Response from Manchester Royal Eye Hospital

We are very sorry to receive your comments and concerns via the NHS choices website. It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously. If you want to raise this issue please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk.

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