Birmingham and Midland Eye Centre (BMEC)

I was referred by my optician as an urgent referral. This was missed and dealt with as a routine referral. The optician definitely made an urgent referral as the first consultant showed us the form and it was clearly marked. - Failure 1

After being told I would have an appointment within 2 weeks and not receiving anything, I contacted hospital to inquire. I was told that I was 'in the system' but no available appointments yet, as referral had to be triaged and they were very busy and people were on holiday. I was surprised it had to be triaged as was supposed to be an urgent referral. I chased the hospital several times and each time I was told the same thing. Eventually I got a Saturday morning appointment, as a cancellation.

On arrival, there was no one on reception, so you had to scan your appointment letter. While waiting, my wife had to help 3 people register their arrival, as they didn’t know what to do. - Failure 2

The consultant I saw that 1st appointment told me I was on the wrong pathway and he would have to re refer me back to the urgent pathway, as he couldn’t do anything for me. - See Failure 1

At the next appointment (now on the right pathway), they were going to repeat all the tests I had already had done and there was no plan for me to see a doctor that day. I was quite cross as weeks had now gone by and I felt my time was being wasted. They agreed a doctor would see me when I insisted.

Eventually, I received a course of 3 Lucentis Injections and should have seen the consultant for a review exactly 1 month after the last injection. I had to chase an appointment again and was told I was 'in the system' but no date available. Eventually after calling, I got a cancellation but by then too late. The consultant said he would need me to have another set of 3 injections and made sure I had a follow up exactly 1 month after the last injection to be able to see what impact it was having. - Failure 3

Everyone has been very pleasant but the administrative arrangements let the whole system down. I have had to chase appointments and feel I have wasted my time and that of clinical staff by firstly being put onto the wrong pathway and secondly not having a follow up appointment given to me at the right time, after the injections. I also now have to have another 3 injections, potentially unnecessarily. This is a waste of NHS resources.

While the waiting area is quite bright and airy, the seated areas in the corridors are quite oppressive. The TV is tuned either to children’s TV (not appropriate for the demographic) or Jeremey Kyle- It is hideous to sit waiting for what is a scary procedure and hear people screaming at each other on the TV. Couldn’t they show something more pleasant and calming. There must be DVDs available of nature, animals, fish, countryside etc.

It is often difficult to hear names being called when it's busy and nurses have to shout. It all adds to a pretty stressful experience.

Waiting area overcrowded with no space for wheelchair users and wheelchair friendly double door reduced to single, signage too small, better ventilation needed, patients calling should be through speakers.

Corridors and waiting areas are not wheelchair friendly, Staff is very good and helpful at all levels.

I had an appointment, I come here every month. It's normally pretty straight forward. I like that you can check in yourself.
Chairs are green and purple you can see them.
They need better A&E and pharmacy waiting areas as people are standing around and blocking the entrance, its crowded but the outpatient waiting area is good.

We came to A&E at 11am and we have been told that appointment will be at 2pm. After that we have to get medicine so it will take time, probably all day. There are not enough seats and some people are having to stand, we are lucky to get comfy seats. We have been before so brought a picnic as if you don't have money with you it will be difficult as no lunch.
The toilets are disgusting.

I travel from Stafford.
Auto-log in is great.
Waiting times used to be really long but that has improved. Appointment system does not work as I need an appointment normally every 12 months, but this never ever comes through. I always have to chase it. They always blame the computer - ongoing for 3 years.

The waiting times are too long. Inconsistent with hospital letters. We have sometimes received the appointment letter too late, after the appointment has passed. When we call to re-book it may take months to get a new appointment. They blame postal service. I have to take time off work to rearrange to accompany my mum so it causes inconvenience.

We come here very regularly. Generally its good however the waiting times are long. We are here for my husband today parking is very difficult for people with disabilities. It would be helpful if you could call in advance and book a space for people with disabilities so not to miss out on care.
I have a child who has autism and if I had to come here with my child I would be very worried in advance. There is not enough parking. Different needs need to be taken into account. I wouldn't choose this hospital for my child. They should have special places for people with special needs.
The children's area is important.
Staff work efficiently under pressure but waiting times are too long.
For care it is good.

More seating required as it is quite congested
Proper signage with bright colours would be of great help.
Proper patient calling systems instead of doctor or nurse coming out and shouting
Care team is best in the world

As a disabled person who uses a wheelchair there is not enough space for me and my wheelchair. They should make more provision for wheelchair users .

Super treatment and support available all the time.