"Terrible service, messed up everything"

About: Western Eye Hospital

While I have no complaints about the doctors themselves (they are competent and kind) the reception services in this hospital are horrible. They have messed up absolutely everything that could be messed up and given us wrong or no information several times.

Last time I went there I was kept waiting over 3 hours just to see a nurse despite having an appointment and coming 15 minutes early simply because the receptionist had "forgot" to add my name to the waiting list. On top of this the nurses who were supposed to do an eye scan did not know how to use it but then told me nothing about the fact that they did not manage to take a picture and after waiting 1 hour the doctor finally came to check why they still had not received the scan results yet the nurses never told me anything but kept me waiting as if they had taken a scan. If you want to wait 3 hours for meeting a nurse who does not even know why you are there then you can go to this hospital. But unless you have absolutely no choice don't go there. We are never going there anymore for sure.

Other problems: reception never knew what time my booking was; they told me to go to St Mary's for a blood test, then called me to tell me to come there instead then when I was there they didnt know about the blood test and told me to go to St Mary's again! After the appointment they sent me a letter saying I had not attended the appointment (but when I was there they told me I had no appointment!), and finally after the most recent appointment I got a letter telling me the time and date of the appointment 5 days after!

Absolutely horrible service.

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Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is very sorry to hear about the issues with reception and administration at the Western Eye hospital.

Your comments are valued and have been passed onto senior managers.

To allow the Trust to follow up on your concerns, please contact Patient Advice and Liaison Service (PALS) on pals@imperial.nhs.uk.

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