"Lengthy waiting times but very kind and courteous..."

About: Western Eye Hospital

I have been to the A&E department several times this week for a corneal tear which became infected. It takes a very long time to be seen, and it's always confusing because people who came in after you seem to be seen before! Perhaps they had put their names and gone out and come back. On average I've had to wait 45-50 minutes to be seen by Triage, and then a further 15-20 minutes for vision/pressure check and up to an hour for doctor. Finally another 20-30 minutes for prescription to be handed out. I've been very impressed with the kindness and caring attitude of the nurses. The triage nurse today (11am-2pm) was lovely - they took time to understand my problem and was very sympathetic. The nurse explained to me very clearly what I had to do with my medicines. Please pass on my gratitude to them. The doctor was thorough and I was happy with the treatment received. My only gripe was that the doctor never explained why my corneal scratch had become a full-blown infection when I had followed all the instructions and taken the medication at the right time, etc. Overall, a positive experience and the wait is worth it for the care received.

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Response from Western Eye Hospital

Imperial College Healthcare NHS Trust wishes to thank you for taking the time to post your experience in the Accident and Emergency department at Western Eye hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the relevant service managers. We are sorry to hear you have had long wait times in this department but are encouraged to know you received good care from the nurses and doctor. Imperial College Healthcare NHS Trust appreciates and values your comments. We hope your eye infection is better very soon.

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