"Utter madness - the nuts are now in charge of the..."

About: Bristol Eye Hospital

What I liked

see postin below

What could be improved

It as if my two previous feedback entries are ebing used against me.

Having taken great care to work with my consultant in coordinating my care with other pressing medical needs I find a decision have been taken by an appointments clerk with no accees to or interest in my medical notes.

I have been bumped from my clinic appointment by the appointments clerk at the request of the clinic coordinator to make way for urgent appointments needed on that day. It was left to the clerk to decide who should be bumped and not on the basis of medical need.

I am now told that the clerk has no authority to reverse the cancellation and has to refer it back to the clinic coordinator - a call I do not expect to receive.

As anticipated I am now due for gastro-intestinal post bowel cancer reversal before the new appointment but after the original cancelled appointment. I have had to refer this back to the other hospital to consider deferring my critical operation until I am given the all clear by the eye clinic.

So medical policy is now being driven by appointment clerks with no recourse? This is the worst kind of insanity. Do I have to cancel my bowel operation while clerks drive this hospital's medecial policy?

Get it sorted.

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Responses

Response from Bristol Eye Hospital

Thank you for your feedback and we apologise for any inconvenience caused. The bookings clerk often does make decisions around appointments, including cancellations, as this is part of their job role. Clearly in this case the cancellation has had a knock-on effect in terms of your overall medical care and we will always try and accommodate people in situations where this occurs. It seems from your comment as if this issue is currently being addressed by the clerk, but if you would like further support in this matter please do not hesitate to contact the Patient Support & Complaints Team on 0117 342 3604 (pals@uhbristol.nhs.uk). Please be assured that University Hospitals Bristol welcome all feedback on our services and this in no way affects the care or treatment that we provide.

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