"Coordination of the clinic lets down what goes on in the consulting room"

About: North Devon District Hospital / Ophthalmology

(as the patient),

Last time I came to NDDH for my opthalmology appointment, I was taken into my appointment over 3 hours late. The board didn't reflect that - it said appointments were running 30mins late. I have been to other departments at the hospital and have never had any significant delays at all but I've had delays a few times in ophthalmology.

The doctor isn't here today, the board says we'll be seen in 15 minutes, but I spoke to a member of staff when I arrived and they said they weren't sure who I'd be seeing so couldn't tell me when I'd be seen. The reception staff and the doctors are 15 yards from each other, how can this be. It's nice knowing who you'll be seeing.

In Cardiology, I have always been whipped in - I barely get to sit down before they take me through, it's great. I think the Opthalmology clinic needs better coordination.

In terms of the treatment, there's been no problems. It's clean and tidy, and the staff are wonderful every time - it's just such a shame that what goes on in the consulting room is let down by what goes on before you get into the consulting room.

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Responses

Response from Katherine Allen, Deputy Director of Strategy and Transformation, Northern Devon Healthcare NHS Trust

Dear Gandy2

We are sorry to hear that you experienced a delay in Ophthalmology, but equally pleased that this isn't the norm in the other services you have accessed.

I have passed your comment onto the Lead Clinician and team leader so they can look at your experience in more detail. If you would like to provide more details so we can understand when your appointment was and what factors may have led to the delay, we would seek to improve the communication and information you received.

Kind regards

Katherine

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