Royal Eye Infirmary plymouth

I understand people are busy but Waiting time is really bad I booked an appointment then 3 hours later was finally seen. The reception this morning just seems to huff and puff at you and talking to you in a rude tone on the phone which is especially scary if they are dealing with vulnerable patients. Looking at the other bad reviews I think the fix would to just get happy better more professional new reception staff

They have moved to a nice fresh building, but the staff are very rude. I had treatment for a eye infection on the 2nd September, had one follow up in person and was due a telephone follow up call 2 weeks ago that was booked in for first thing in the morning by telephone. The call didn't happen. I decide to call them and they call me back late afternoon telling me to come in 9:30am the following day. When I told the receptionist I could not do that time as I had another appointment, she told me she would pass the information onto the nurse and get them to call me back. The receptionist then called me back said she spoke to the nurse MANDY/MADDIE and said if I can't make that appointment then I would be removed and if I wanted a follow up I had to contact 111 and get them to refer me back. Let's get this straight, they forgot about my follow up appointment and because I have a pre-booked appointment tomorrow to work out why I have lost all strength down my side, this MANDY/ MADDIE wants me to cancel this appointment the afternoon before so I can attend a appointment she is demanding I go to. I'm not canceling a pre-booked appointment, so she can throw me a late notice appointment. MANDY/MADDIE clearly was not happy that I refused to cancel an appointment I have been waiting a number of weeks for. I can not be at 2 hospital appointments at 2 different locations at the same time, this MANDY/MADDIE says to get my follow up I need to call 111- it's not urgent, it's a follow up as I'm still recovering from the infection and need to check I'm recovering as my vision is still not great, so it is concerning. The receptionist apologised and advised me to contact PALS as it did seem unfair. Have sent a email off to them. Mandy/Maddie a nurse at the REI needs to be investigated. She clearly thinks she has power and gets a joy out of belittling people. This MANDY/MADDIE is clearly in the wrong occupation. It's not my fault if she's had a bad day, there was no need for her to take out her power craze attitude out on me. I await PALS response

I wish I could give 5 stars and 1 star at the same time. Urgent Care staff were fantastic and I can't thank them enough - eye health is really scary and I felt suppored. However, the admin system they work under is abysmal. The staff all know the telephone numbers are discontinued (you have to have a referral from GP or 111) but NHS website and Google search still gives you these numbers. Not even the Derriford switchboard seem aware. Staff seem so frustrated and worn down by the chaos. Thank you for being there but please sort out your systems.

I hope this review is helpful for anyone worried about attending an appointment here. The staff are thorough are friendly, polite and efficient. I am waiting for eye graft surgery so off for a pre-op soon. 1. Eye appointments can take 2-3hrs. Lots of tests, different waiting rooms and then a chat with a consultant about your results. 2. Parking on site is limited. 3. There is no REI reception phone number. For anyone who is reading negative comments; firstly, the Royal Eye Infirmary DO NOT have a Reception number you can call. All calls go to the main Derriford Hospital switchboard. Secondly, eye appointments take 2-3 hours. My Mum goes to Bristol Eye Infirmary and she is there half the day sometimes. Lots of tests, in lots of different rooms. It can feel like you are on a conveyor belt, especially if you've not been before. Bring snacks and a drink and something to read/puzzle book/phone. Vision tests: A standard check of your vision. Visual field test: An assessment of your peripheral vision. Slit lamp examination: The doctor uses a special microscope to look at the front of your eye. OCT scan: A special type of eye scan that uses light waves to take cross-sectional images of your retina. Consultant: Reviews all the test results and has a chat with you about treatment. Thirdly, parking on site is limited but there is plenty of parking nearby in Aldi/M&S if you are really stuck. Arrive early in case the car park is full. I have not yet had an issue parking.

I really don't like doing this but unfortunately I feel very let down, & I also understand the pressures & waiting times for the department. An urgent referral was put in by my optician 2 weeks ago, my condition deteriorated & I have been trying to contact them for 3 days without success. I called 111 who contacted them & said I would get a call within 2 hours that was 24 hours ago. Still waiting for some sort of contact!!!!

After reading all the negativity , I felt I had to post this review to say a huge THANK YOU to everyone . You were all amazing. Marcus and his team made me feel valued and cared for. I completely trusted everyone, along with being totally briefed about my cataract removal . Keep up the excellent work.

3 Reception staff and no queue when my wife and I arrived. But not one of them acknowledged my presence. 2 of them chatting (not work related) and the other head down on computer. The latter then asked if she could help. My wife gave her name - quite clearly - and the receptionist asked what name is it please! And what an irritation it is sat in the waiting room. A piercing alarm sounding every time certain doors are opened. Grrrrr!!!!

I had cataract surgery today. The staff were absolutely fantastic and made a very nervous patient very relaxed. I can't praise them highly enough and I'm actually looking forward to getting my other eye done now.