"Appalling, outdated, shoddy"

About: Moorfields Eye Hospital (City Road)

Anything else?

I waited 3 months for the hospital to give me an appointment date. There's no mutual agreement in the time and date of their appointments. You're simple sent an old fashioned, snail mail letter which dictates the date and time they have chosen for you. My appointment was another 2 months away. Finally, 2 weeks before my appointment date, I get a voicemail left on my mobile. A mumbled message from someone who can barely construct a sentence in the English language. I could barely understand a word of it. After listening to it again and again and again an again I managed to decider 'Moorfields...... hospital....... appointment' and '... cancelled'. I was fuming. Weeks later I receive another old fashioned snail mail letter with a new appointment date and time dictated to me with no compromise whatsoever. When I telephoned the hospital to rebook, the staff who answered my call could speak so little English that it was just impossible to communicate over the telephone. They couldn't understand me and I couldn't understand them. The hospital is stuck in the dark ages. Get email, online, telephones, people who speak English. This is the 21st century.

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Responses

Response from Moorfields Eye Hospital (City Road)

I'm sorry to hear about the difficulties you've had with us. I've passed your comments on to the team responsible for booking appointments. It would really help them in addressing the serious points you raise and making improvements for other patients if you could provide more detail about your experience such as the dates of your appointments and the service you were supposed to be treated by. You can do this via our patient advise and liaison service (PALS) on 020 7566 2324 or 020 7566 2325 or by email to pals@moorfields.nhs.uk.

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