"Abysmal booking system - wasted three weeks"

About: Moorfields Eye Hospital (City Road)

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Having visited my GP I was referred to a specialist for consultation on strabismus. I was able to pick from several hospitals via the choose and book system. Having heard that moorfields had a good reputation I chose to book with them. No appointments were available at the time of booking so I was informed the hospital would be in touch. On the 3rd of November I receive a letter telling me I have an appointment on the 7th - a day that I am entirely unavailable to attend. I had received no phone call or email consulting me on this date (I thought we were promoting patient choice now?). I reject the appointment and add a note that I would appreciate some form of communication on an appropriate date that I might attend. Several days later i get a phone call telling me the next available appointment is in 4 months!! Obviously I did not want to wait 4 months to be seen so I informed them I would go to another hospital instead. To do this I am told I will need to book another GP appointment, get referred all over again and begin the process from scratch! Thanks for wasting my time.

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Response from Moorfields Eye Hospital (City Road)

I'm sorry to hear about this. It certainly doesn't sound like a very satisfactory experience. I have passed your comments to our booking centre team so that they can take them into account as they make improvements in future.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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