"patient "journey" very poor"

What could be improved

The waiting time (2.5 hours) was completely unacceptable. There was no information given as to where one was in the queue or how long one had to wait. Other patients waiting said that it was "always like this" in this department.

The staff discussed patients and lost files in loud voices at the desk just behind where patients were waiting.

Referral letter from optometrist could not be found which caused a lot of agitation and stress for both patient and doctor.