"The admin staff are letting the hospital down"

What I liked

My husband and I attended the day-care unit for his cataract operation. The waiting area was warm and reasonably comfortable although a few magazines, or a TV, would have been a welcome distraction. The staff we spoke to were all polite and cheerful and all questions were answered to the best of their abilities. We have no complaints about his care on the day.

What could be improved

A procedure that should have taken twenty minutes plus time for the drops to take effect actually took over 4 hours.

When we questioned this we were told that all patients on any given day are called in for the same time and that a maximum of ten may be waiting. My husband was number four out of six on the list so I dread to think what time they would have finished if there had been ten.

Our understanding is that it's done like this so the surgeons can speak to all the patients before any procedures are started.This means that people who are last on the list may have a very long wait and that it is all organised to make life easier for the staff.

From personal experience we know that other hospitals do not treat their patients in such a cavalier manner and it should be recognised that patients are busy people too.