"Shocking waiting times for prebooked appointments"

About: Western Eye Hospital

The reason I have given 1 star for most of the points is that if you have a prebooked appointment you expect to be seen somewhere near that time. A wait of one hour might be acceptable, but a wait to 6 15pm for a prebooked appointment which you have been informed is at 2 45pm is totally unacceptable. It was bad enough for me with a bad back- I had to lie on the chairs at one point- but a sizeable proportion of the patients are elderly and frail. This is not treating people with dignity or respect. The star system above is clearly weighted so the hospital appears good and avoids the question of waiting times altogether. I'm not giving an ok review to a hospital that treats its patients with such a total lack of respect or consideration. However, no complaints whatsoever against the doctors who I have found extremely helpful.

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Response from Western Eye Hospital

Imperial College Helathcare NHS Trust is very dissappointed to read your comments about waiting times at the Western Eye Hospital and we sincerely apologise for the distress that you were caused. We are working hard to ensure we provide a good patient experience and we clearly failed here. If you would like to contact our PALS service pals@imperial.nhs.uk we can seek to discover what the particular cirscumstances were and ensure that these problems can be addressed. Thank you for your appreciative comments about the care provided by our doctors.

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