"Very frustrated with the appointments system!"

About: Bristol Eye Hospital

What I liked

The medical staff are professional.

What could be improved

You have a dreadful appointments system!! I had surgery 4 weeks ago and was told by the consultant that I needed a follow-up appointment in 3 weeks time. But since there weren't any appointments within the 3 week time period, I was given one that was four weeks from the surgery date. This didn't bother me greatly since it was only a extra week.

But now one day before my follow-up appointment, I've received a letter telling me that my appointment has been changed to a date six weeks in the future. This means that 9 + weeks will have lapsed from the date of my surgery!!! And I've now been trying for the last 2 hours to get through on your appointment telephone numbers without any luck at all--and yes I'm ringing during office hours--to see if there is anything sooner.

BTW: just to let you know it is inconvenient to change appointments at such short notice, because both my husband and I had arranged time off from work so that I could be seen (since I've been told not to drive and there's no bus service from where we live).

I'm hoping that everything went well with the surgery and that it's okay for me to wait nine weeks for a check up because this is my eyesight you are dealing with, and I quite like being able to see.

Story from NHS Choices

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Response from Bristol Eye Hospital

Thank you for your post - we appreciate all of the feedback that people take the time to provide us with. We are sorry that the administrative aspects of your care have not been of a high standard. We know how important it is to get this right and the worry and inconvenience it can cause when people experience changes to appointment/surgery dates. Since you posted your comment we have been carrying out significant service improvements at the Bristol Eye Hospital, including the installation of a new appointments call centre. This work will address many of the issues you have raised. Thanks again for your feedback.

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