"Medical excellence ruined by Admin chaos"

About: Moorfields Eye Hospital (City Road)

Anything else?

Full marks for explanation of the condition, options for treatment, quality of eye operation, swift blood tests, and refreshments during the long wait for elective eye surgery.

Making an appointment as a “choose and book” patient worked very well with my GP able to identify the correct clinic. This was followed by disbelief that a clerical decision was made to remove me from that clinic appointment and refer me to prosthetics. Prosthetics were able to smooth the path to arrange a same day consultation with one of the available surgeons.

I then found that my GP had been sent a letter suggesting that I had not made a decision about attending for an operation. However no letter had ever been sent to me. I immediately rang to make an appointment for a full implant replacement as recommended by the surgeon. This could not be done on the phone, so a letter was sent to me offering a date when I was away on holiday. Penalty points were now applied so that my September appointment became November. Next the November surgery appointment was cancelled & I was given a December appointment with a different surgeon. This was then moved from Tuesday to Friday. As this was to be significant surgery under full anaesthesia with the likelihood of significant pain and bruising I had cancelled my weekend activity and brought along my wife to ensure I could travel home in safety.

I arrived as requested at noon and before long discovered that the surgery listed was not what had been agreed. After a 5 hour wait I arrived in theatre and enjoyed excellent care doing a quick and very adequate fix. No pain, no bruising, no need for assistance getting home. Full marks for teas & food while we waited.

So perhaps in 8 years’ time I will have to go through the process all over again. Please make it less difficult to make and keep appointments.

Story from NHS Choices

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Response from Moorfields Eye Hospital (City Road)

Oh dear. This doesn't sound like a very good experience, although I'm very pleased to hear we got the clinical part of your experience right. If you could email the details of your difficulties (dates, times, what you were being treated for etc) to our patient advice and liaison team (PALS) via pals@moorfields.nhs.uk, they will be able to investigate in greater detail, identify what went wrong, and try to ensure that others don't experience these kind of problems. In the meantime, please accept our apologies for the administrative problems you encountered.

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