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27th April 2023


On 25 April I attended an appointment at the ophthalmology unit, The appointment time was 9,30 Shortly after arriving I was taken to a room and given all sorts of tests. At the end of this she said she would put drops in my eyes to dilate them ready for the doctor to look. I went to the area to wait and sat there for an hour, I then spoke to a nurse and asked if she could tell me how much longer I would be waiting. She went away and came back to me that the clinic was running 2 hrs behind, I asked if that meant I had another hour to wait as I had already been waiting for an hour. She said I don't know it will be when it will be. Again I asked if I would have time to go and buy a drink and she said well if you leave and they call you you will have missed your appointment. At that point I had no option but to leave. Not only did I have to make my way home with poor eyesight but the feeling that the member of staff I spoke to could not care less about me gave me very poor expectations of future visits being any better

Suggested improvements
There is obviously something very amiss with the way appointments are arranged as my initial appointment was 9,30 and I was told that the clinic was running 2hrs behind. Perhaps appointments need to be spread over a longer period of time. The member of staff I spoke to could have been a lot more civil. I had been at the hospital since 9.15 as I will never arrive late for any appointment and when I asked her at 11,30 if I had time to go a buy a drink she told me if I left I might miss my appointment. Would it have taken too much time to make a not of my name and say I had just gone to get a drink and would be back soon. In truth I am truly disgusted at the way I was treated and feel that I have been let down really badly by the NHS.

Experience
Dignity/Respect
Involvement
Information
Kindness
Doctor communication
Communication nurse