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Queen's Hospital 2020-10-22 Person 0 5 0

My 95 year old mother was due a telephone consultation from opthalmology at 1.50 today. I was there at 1.30 having taken time off work. At 2.15 I called and spoke to an extremely rude man who really didn't want to check records for me, stating "they are at home, the appointment hasn't been cleared, they will get to you"when I insisted. No please Thank you or goodbye. So we waited until 3.30 when I eventually got through again. The lady said she would send an email to the consultant, but at 5pm I gave up and went home. All afternoon waiting and I could forgive this in these strange times but some of your staff need to learn how to speak to people even when they are under pressure. It could be a member of their family that is being treated so poorly.

You could have told us if the appointment was not taking place. You could have apologised. You could have shown some compassion for an old lady who has been through a war and worked all her life and got herself worked up about this appointment only for it not to happen, something else to add to her worries. Good manners cost nothing