Booked in for surgery at Edinburgh clinic on 21/7/25. @1230pm. Turned up on time only to be told by reception staff that we are tardy today, not what I want to hear when Ia€™m having eye surgery.She then informed me instead of 2 hours in the clinic it would be 3, at this point she knew but did not inform me the surgeon had missed his flight and was running late.I ended up being in the clinic for 6 hoursI live 20 mins from the clinic, I could easily have been phoned and told to come in later.All in all the place seemed chaotic with no communication from the staff regarding how long we were being held back for.I had 3 people waiting to see how I got on as they were contemplating the same procedure.Safe to say I have encouraged them to look elsewhere!
HI Mike,Thank you for taking the time to leave your feedback. Ia€™m truly sorry that your experience at our Edinburgh clinic on the day of your surgery did not meet your expectations, especially at such an important and understandably anxious time.You're absolutely right that clear communication and reassurance are vitala€”particularly when delays occur. While we did encounter unforeseen challenges on the day due to the late arrival of the surgeon, I appreciate that this was not effectively explained to you at the outset, and that the situation felt disorganised and lacking in transparency. That is not the standard we strive to maintain.That said, I would like to reassure you that every effort was made by the clinical and support teams to ensure that all patients received their treatment as planned. Our team remained on site late into the eveninga€”until 10pma€”to avoid cancelling any procedures and to ensure everyone who attended could be treated safely and with the appropriate level of care.We understand that you live nearby and could have been contacted to arrive later, and this feedback has been taken seriously. We are reviewing how we communicate with patients in real time when delays occur, so that we can offer more considerate and flexible updates in the future.Thank you again for your candid reviewa€”it helps us improve. I do hope the outcome of your surgery has been positive, and should you or your friends wish to revisit a conversation about vision correction in the future, wea€™d be happy to speak with you directly.Kind regards,Optical Express
