"We should not have to fight to get treatment for my eyes"

About: NHS Telford and Wrekin CCG Royal Shrewsbury Hospital / Ophthalmology

(as the patient),

Waited from 9: 30am to 11am at open surgery on Wednesday last. Saw Dr - gave me eye drops which unfortunately cause a massive alergic reaction to my eyes.

My daughter rang surgery and took me to see another doctor, who gave me anti-histamines and said if deterioration occured over the weekend I would have to go to A&E.

By Friday my eyes and face were a dreadful mess, my eyes merely slits and very swollen. My daughter rang for a Doctor to call and was told no way would a call be made (this was at 8: 30am) and she could not speak to a doctor.

A Dr did call at 1pm and said I should go to the acute eye clinic at Princess Royal, he rang me to make an appointment - no reply so he left a message to say I must be seen and they would ring back and make an appointment with me.

3pm, still no news, my daughter rang to be told there is no Acute Eye Clinic at Princess Royal - it is at Shrewsbury. I eventually received treatment at 8: 30pm by an extremely kind registrar at Shrewsbury Hospital.

We should not have this fight with receptionists to get treatment. I am 79 years old and consider eye sight important.

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Responses

Response from Royal Shrewsbury Hospital

Thank you so much for taking the time to let us know about your experience. It sounds as though you received good care from our organisation (the Acute Referral Clinic and the registrar) but that other services including the out of hours doctor service either did not provide you with the help you wanted or gave you incorrect information. We have reminded the out of hours doctor service about the location of the Acute Referral Clinic to reduce the likelihood that other people will be given incorrect information, but we are sorry to hear that this happened in your case. Your experience is a reminder that the NHS can be confusing for the people it is here to serve and more needs to be done to make it easier for people needing urgent care.

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