"Public Humilation in The Pharmary"

About: Moorfields Eye Hospital (City Road)

I had to visit Moorfields Eye Hospital on Weds 20/8/14 as I knew that an existing condition called Iritis which I have had for the past 10 years and which is very serious had comeback. This mean a long and difficult journey from Bedford as we no longer have an Emergency facility as this as been withdrawn ! This was my second visit to Moorfields in the past 10 months, Sadly in many respects it was a disappointing and distressing experience. On arrival there seemed to be a lack of communication in the reception area with new staff unsure of basic things. The checking in system is similar to what one finds in a supermarket. It clearly does not work as I was left unattended an a kind lady noticed this and helped start the process of being seen. The Triage Nurses were polite and on the ball, I was lucky with the Doctor who examined me. A lovely gentleman. Very through and appreciative. All good one might say . However my experience in the Pharmacy area when a simple accident on my part for which I apologised lead to complete overreaction and public humiliation from a man whose focus was clearly on taking a patients money as quickly as possible regardless as to how a patient with a serious eye condition felt after a long journey. Common sense did eventually prevail and I was given the eye drops that one need to keep Iritis under control. Manners, compassion and discretion are things that public sector staff should have however I was on the receiving end of quite a bit of unwanted humiliation. * All the good work of those that I had met have been undone and I left with a negative impression. What a shame !

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Response from Moorfields Eye Hospital (City Road)

I'm so sorry to hear about your distressing experience in pharmacy. I will pass your comments on to both the pharmacy and A&E teams so that they can address the issues you raise directly with colleagues. As you say, we expect our staff to be polite, compassionate and discrete with patients and I am sorry again that we appear not to have reached the required standard on this occasion. It is, however, good to hear that you had a positive experience with the triage nurses and the doctor in A&E once the initial check-in process was sorted out.