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EyeSent: 22 November 2012 14:53
To: c@ouh.nhs.uk
Subject: Eye Hospital Appointments (existing complaint)

Thank you for your letter of 19th November 2012.

When I spoke to your colleague, Sarah W. on 15th November, I understood that my complaint had been fully investigated, and the background to recent difficulties in the department (staff shortages and the lack of a manager) were explained.

As far as I was concerned, my complaint had been dealt with satisfactorily , was resolved and could be closed – not withdrawn (this may be a question of terminology, but in my mind “withdrawn” and “resolved” are two different things). As I’ve managed to arrange the appointment I need; I’ve made my point about the service and I’m happy to leave things there.

As a postscript, the email I received this morning suggests that there may still be some work to be done to bring the level of service up to speed; I’ll leave that with you – possibly you could highlight it informally to the relevant manager – don’t worry about getting back to me.

 Yours sincerely,

                                                                                                             From: Eye Hospital (RTH) OUH
Sent: 22 November 2012 10:34
Subject: RE: Appointment on 8th November

Apologies for the late reply, I understand you have already been to your appointment. Would you like us to book you a follow up appointment?

 Kind regards

 Oxford Eye Hospital

                                                                                                                                                                                                   Sent: 05 November 2012 13:54
To: Eye Hospital (RTH) OUH
Subject: Re: Appointment on 8th November

Further to our previous conversations and correspondence, I have now received a letter confirming an appointment with Mr Salmon’s Glaucoma Screening Clinic on 8th November 2012 at 11:30.

 As the letter is a duplicate of the one I received for my previous appointment on 5th October, could you please confirms that you:

a)      Have my notes

b)      Have referred to my notes and that they contain the name of the person to whom Mr Salmon referred me

c)       That the appointment on the 8th November is with that person and not just a rerun of my previous appointment

Yours faithfully,