"Opthamology Clinic - absolute shambles!"

About: University Hospital Of North Durham

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I have been attended the eye clinic as an outpatient since the beginning of January. Each time I have visited I have felt my experience has been far from satisfactory.

The most recent visit was this morning. My appointment time was 8.20am. By 9.00am no one had seen me for the initial tests and the doctors arrived at clinic. The waiting room was now full. Only 3 people had been called through. By 9.30am I still had not seen anyone so I asked a nurse what was going on. I was told my notes were missing so I could not be seen until they were found (this had also happened on my previous visit). I pointed out that this was not my fault, I had been waiting over an hour already and really needed to get back to work (I am a school teacher). They then took me through and started the tests. The person doing fields did not know how to work the machine, I kept telling them the test did not seem right (I have done this test many times) but they carried on. They then could save the data or print the report sheet. When this eventually got sorted, by which time it is now 10.15am, I at last got to see the Doctor.

I have nothing but praise for the doctor, she has been extremely efficient, helpful and professional at all times. She was so shocked by the results of the field test - but once she'd examined my eyes and I explained that the test didn't seem right she agreed it was probably not done correctly.

I think this is totally unacceptable. I wish to know where my medical notes actually are if they are not able to be sent to clinic, and no one should be made to wait 2.5 hrs for a pre booked appointment! If the patient turns up 5 mins late we are not seen!

This clinic really needs to be looked at and organised much better. This is not the first time I have had to complain about this clinic and will on this occasion be taking my complaint further.

Very disappointing, I feel really let down.

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Response from University Hospital Of North Durham

Thank you for providing feedback on your recent appointment in the Ophthamology Department at University Hospital North Durham.

I am very sorry to hear that you were unhappy with your experience on this occasion.

We would welcome the opportunity to discuss your concerns with you. If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774. If you would prefer to contact us by e-mail, our address is patient.experience@cddft.nhs.uk

Alternatively, you can write to us at the following address: -

Patient Experience Team

Darlington Memorial Hospital

Hollyhurst Road


County Durham


If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774

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