"Not a 24 Hour Service"

About: Western Eye Hospital

Although advertised as 24 hour it is not. Twice I have been advised to go away and come back at another time as the doctor on duty had only just gone for his break. When I mentioned that the service is advertised as 24 hour I was told that I can't expect a doctor not to have a break. He'd had a rough night and was only human and he would not be back on duty for approximately an hour and a half. I was expected to sit and wait in pain or go away and come back later, which is what the nurse advised me she would do. Its disgraceful. I attended early in the morning as I have spent hours waiting on other occasions but I was made to feel that I was asking for something unthinkable by visiting at that time. If it is advertised as 24 hours there should be staff to provide that service.

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Responses

Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is concerned to read of your experience. The Western Eye does provide a 24 hour emergency service. It would be important to understand the situation and who was involved. We hope that you will contact out PALS services pals@imperial.nhs.uk so we can take your details and investigate this incident. We apologise for the distress your were caused.

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