"Great, when I can re-arrange an appointment that I..."

About: Bristol Eye Hospital

What I liked

I m regular attendee at the Bristol Eye Hospital and have always received high quality care from the nurses and doctors that I have seen.

What could be improved

The appointments system is appalling.

The appointment letter says that you can rebook appointments via the phone number at the top of the letter, there is no phone number. The phone number on their websites are never answered and there is no opportunity to amend your appointment to one that you are able to make. This situation has been ongoing now for over 6 months.

This is very poor as it means there are increased number of missed appointments, more re-appointments and increased waiting lists.

Please address this issue immediately as it seriously detracts from the excellent care of the nurses and doctors. This is not a poor healthcare issue it is shocking administration.

Anything else?

I will be writing to all Bristol MPs to address this issue.

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Responses

Response from Bristol Eye Hospital

Thank you for taking the time to post a comment on NHS Choices. We are pleased to hear about your positive experience of the Eye Hospital staff and will pass this onto the team. We are aware of the problems with the administrative aspects of the service and would like to apologise for the inconvenience caused. We have recently moved to a new computer system that will lead to an improvement in administration at the hospital. However, in the short-term the implementation of this system has put extra pressure on staff, which has in turn impacted on answering telephones. We have now addressed this by dedicating two members of staff to telephone enquiries (although during very busy times patients may unfortunately still experience a delay). Please note that patients are able to cancel or request an alternative date for appointments via the Bristol Eye Hospital website (http://www.uhbristol.nhs.uk/patients-and-visitors/your-hospitals/bristol-eye-hospital/). Thank you again for your comment.

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