"dreadful hospital"

About: Moorfields Eye Hospital (City Road)

Anything else?

I attended this hospital last September through to November. It was the worst experience I have ever had. Outpatients in clinic 2 a disgrace. One queue for pm appointments forming at 13.15 at reception desk , as told to attend 15 minutes early, only for a new receptionist to come along and demand a new queue form at her side of the department at 13.30, so those there early actually at end of queue. Receptionists arguementative and the most uncaring I have ever met. Staff nurse laughing at our annoyance until I told her I would report her callousness to the NMC.That shut her up and made her bring in a service manager who just said yes the clinic was always busy. Other patients confirmed to me that they always dreaded attending as the clinics were so badly run and shambolic. There was no attempt to manage the 80 odd patients at all. Cattle treated better than this clinic. I then was diagnosed by a junior Dr , told I need laser surgery for glaucoma despite having no symptoms of gluacoma, and that this procedure could result in blinding me. ( I had no problem with my eyesight) Attend two weeks later , unable to do surgery as could not tolerate the local procedure as so painful. Dr refused to consider the procedure or similar operation as a GA, or give diazepam to reduce my anxiety. However I was proved right that I too was scared to let them laser my eyes , as when I reattended two weeks later , and for the first time saw a consultant , he said just as well no laser operation done, as was not needed at all!!!! I have researched my symptoms and they have completely misdiagnosed my condition. I never want to go near them ever again, they could have left me blind. Checking to cancel my follow up appointment , card says telephone number on internal page of appointment card, of course there is none there ! should have guessed, just more incompetance from a third world hospital , they are too keen on promoting their overseas branches this by the way , why not make a hospital that London can be proud of first instead of using NHS resourses overseas? .

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Response from Moorfields Eye Hospital (City Road)

I'm very sorry to hear about the rather bad experience you seem to have had with us. We know we have a problem with waiting times in our clinics and are working to improve these, but still have some way to go. We are also looking at improving the letters we send to patients to ensure that basic information such as contact numbers is included on all as standard. The most effective way for us to investigate your concerns about your clinical care would be for you to make a formal complaint. You can do this via email to our patient advice and liaision service (PALS), who will be able to look into the specific circumstances of your experience in more detail and take action as necessary to make improvements in future. Our PALS team can be contacted via pals@moorfields.nhs.uk.

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