"Trying to arrange an appointment"

About: Mater Misericordiae University Hospital

(as other),

My mother has reduced vision and long term epiphoria in one eye. The tear duct is one eye is constricted. Her eyes are constantly watering and impair her vision. The optition requested her doctor arrange a referral to Ophthalogy to access if Mum would be suitable for probing of the tear duct. 14 months later, 4 referral letters sent, 1 emergency drop in which was very upsetting, 1 email and numerous calls to a phone number that is constantly busy we cannot communicate with anyone. I went in recently to see if I could arrange an appointment but sent away with a "number" to ring and an "email address". My parents are elderly, my father is quite deaf and struggles with communication, my mother suffers from parkinsons, chronic pain and anxiety. What does a person have to do?

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Responses

Update posted by Alexdublin (other)

I finally after at least a 100 re-dials got through to the eye clinic. The lady who took the call (Mary) was up to speed very quickly on my Mum's file and really clear and helpful. The delay I was told is due to a HSE directive - public out patient appointments are on a 2 year wait (not 1 year) and they do not see my mum's problem as a priority. Mary said she would check further and would ring me back which she did. She explained in more detail as to why it is not possible to see my mum sooner than November 2017 unless of course her eye deteriorates further. I appreciated Mary's clarity and efficiency. It is not an ideal outcome but thankfully I have a better understanding of the situation. I think the Mater could perhaps have an automated message at the very least acknowledging an email and ideally provide a time-line as to when it will be responded to.

Response from Cora Herbert, Patient Liaison Manager, Quality & Patient Safety Directorate, Mater Misericordiae University Hospital

Dear Alexdublin

I am sorry to read the difficulties you and your parents are experiencing in trying to contact the Ophthalmology Department. The Ophthalmology service is one of the busiest outpatient services in the Mater Misericordiae University Hospital. If you could call me directly on (01) 803 2825 or email: cherbert@mater.ie with your mother's details I will assist you with your query. I would like to thank you for bringing your experience to our attention as we are committed to improving our patient experience based on valuable patient feedback.

Regards and thanks again for taking the time to give us your feedback.

Cora Herbert

Patient Liaison Manager

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