"Dehumanising experience in A&E"

About: Moorfields Eye Hospital (City Road)

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In our first vist we were kept waiting for more than 2 hours;two nurses had a go at an infected eye and ended up offering no help.Both agreed it was a scratch though it was proven to be an infection. After 4 hours another nurse had a go and was of as little help as the previous two. When the doctor took over, she was confident but not sure about the cause of the infection. At some point she put a needle in the infected eye to take samples, I burst into tears and she left the room for 2 hours. She examined all other patients, had her meal and when she came back in, she said nothing; an unecessary use of her power over an aching patient. The doctor has no reason to take part in the dehumanisation of NHS patients. Her manners are fit with some bad military practices but have no place in an A&E department. That's not what she's been paid to do. In my second visit two doctors examined me and couldn't offer an explanation to my persisting symptoms. In fact, they were so buffled that made me seriousloy concerned. Though they treated me with respect, they failed to reassure me about my condition. That only happened in my third visit when a competent and well-manered doctor examined me.

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Response from Moorfields Eye Hospital (City Road)

I'm sorry to hear about this and have passed your comments on to the A&E team. If you would like us to investigate this matter more fully, please contact our patient advice and liaison service (PALS) with more details, including the date of your visit and, if possible, the names of the staff you saw. We take all complaints very seriously and are committed to learning from them and to making improvements where possible. You can contact the PALS team via email to pals@moorfields.nhs.uk.

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