"Long waiting time at the eye clinic"

About: Barnet Hospital / Ophthalmology

(as the patient),

I had an appointment at the Eye Clinic recently at 11am.

As usual for myself I turned up some 30 minutes early and amazingly was seen at only 5 minutes after my appointment time. However this was just for a rudimentary eye test and dilation drops.

Some 90 minutes later I went to the Dr's/Nurse's station as I was by now annoyed with the wait and the fact that patients were being seen who had shown up over an hour after myself, the 12:00 appointments at a good guess.

I was (standard reply) told that I was next to be seen. Imagine my surprise when I wasn't. Sarcastic I know, but the whole thing is farcical.

In what is now becoming a feature of every visit to that clinic a nurse came to me in the waiting room to ask my name - obviously they knew I had waited for an unacceptable time. This also happened on my previous 2 visits - are some of us earmarked for sub-standard treatment, minimal intervention / spend? I have never seen any other patients approached in this manner.

I walked out at 13:45 close to 3 hours after my appointment. It's not the total wait time that pushed me to this, but the fact that for the third time in a row the staff had obviously forgotten about me (seeing patients with appointments of 60 and 90 minutes after mine).

To add insult to injury I paid £16 in taxi fares as I cannot use the local buses due to disability / pain.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Barnet Hospital

As an organisation we are committed from learning from specific issues and from any mistakes we have made. Hearing about where we can do better helps us to pinpoint where exactly to make improvements to the service we provide. We would like to apologise for your poor experience of the service. Although the ophthalmology service is on the Barnet Hospital site it is managed by the Royal Free NHS Trust. Your comments have been forwarded to the PALS team for the Royal Free.

  • {{helpful}} of {{total()}} people think this response is helpful