"discussed by treatment"

About: Moorfields Eye Hospital (City Road)

I am never one to write reviews however am writing today as i was so disappointed with the service i received on Tuesday night! I visited the hospital at 9pm and although it was late and i am sure the staff were very busy there was no reason to be spoken to like they way i was. To begin with when i walked in a sign pointed a&e straight ahead so i began to follow the sign before the receptionist shouted at me to stop "where do you think you are going" surprised i explained i was following the sign to a&e to which i received the response, "no you are wrong its this way!" They said tutting. Following the receptionist new directions i was still in shock at their attitude and when out of sight of the receptionist, turned to my cousin who had accompanied me to the hospital and said "i cant believe the way they just spoke to us, their attitude was appalling." To which another visitor overheard and said, "are you speaking about the receptionist?" Nodding they continued "i thought it was just me they were so rude!" After a short discussion with the other visitor at the appalling greeting we had both received. I proceed to the a&e receptionist. I waited there for a couple of minutes before being screamed at "will you sit down! And wait to be called" responding I replied "sorry i did not hear you" and sat down waiting again in shock. Fast forwarding four hours, things were about to get worse. i eventually saw a nurse i explained to them that i had been receiving sharp pain in my eyes and all my other symptoms. The nurse checked my eyes whilst tutting the whole time and showed no compassion or sympathy. There was absolutely no bedside manner. In actual fact from their attitude i felt like i was wasting their time. After the assessment i was told "there's nothing wrong with you" again shocked at their reply i explained i had not sit down for four hours waiting if i had not had pain. I told them there was something wrong because i was in pain. Much to annoyance at my persistence they told me they would do another in depth test but i would have to wait a while. Agreeing i went back to the waiting room, 20 mins later i was back with the nurse who completed the next set of test and again told me (with attitude)"there is nothing wrong with you !" At this point i was getting a little annoyed at how i was being spoken to and replied "there is i am in pain" they then persisted to ask me if i had diabetes or tyroid problems. A little confused i said "i do have hormone problems it may be tyroid related." To which the nurse snapped "well you either know if you do or dont!" Finally after 5 hours i left the hospital very upset and with stardard over the counter eyedrops which have done nothing to the pain. All in all horrendous service and very upset.

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Response from Moorfields Eye Hospital (City Road)

I'm sorry to hear about this. It is not the kind of behaviour we expect from our staff. I have forwarded your comments to the relevant teams. If you would like this issue to be investigated in more detail, please contact our patient advice and liaison service (PALS) via pals@moorfields.nhs.uk. They will be able to look into the specifics of your case and ensure any necessary action is taken.

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