I am writing this review to share my terrible experience with Specsavers Luton regarding my mum’s acute referral from the Eye Health team. After receiving the urgent referral, we waited for a call from Specsavers which never came. When I called two days ago, I was told the acute team was off and that I would get a call the next day. That call never happened either.When I followed up again, I was told to bring my mum in within an hour. I explained that this was not possible as she is disabled and I work. Eventually, I was given an appointment for today. At no point did anyone ask whether my mum had mobility issues.When we arrived for the appointment (after I took time off work to bring her), we were told the appointment was booked upstairs and that they couldn’t accommodate her downstairs. The staff offered two unacceptable options: wait until 3pm (it was 2:20pm at the time) to see if someone didn’t show up, or rebook for next Tuesday. This is an acute referral for a diabetic patient experiencing blurred vision delaying care is not an option.When I raised my concern, the manager’s response was dismissive and unprofessional. Instead of acknowledging that they had failed to ask about accessibility or trying to find a solution, he told me to “quieten down.” He then repeated that my mum could either go upstairs (which was clearly not possible given her mobility) or come back next week. To make matters worse, as we were leaving, we were told quite patronisingly that there’s a walk-in centre across the road if we’d prefer to go there instead.This experience was unacceptable from start to finish disorganised, inconsiderate, and completely lacking empathy or awareness for patients with disabilities. Specsavers should ensure that staff are trained to handle acute referrals properly and to ask about accessibility needs before booking appointments.I am extremely disappointed and would not recommend Specsavers Luton to anyone, especially those with vulnerable or elderly family members.
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Specsavers Opticians provide professional eyecare, glasses and contact lenses throughout the UK, Ireland, Netherlands, Spain, Sweden, Norway, Finland, Australia, New Zealand and via the Louis Nielsen stores in Denmark.
