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Taken 6 hours just to recommended an eye drops

Story from nhs.uk

"Taken 6 hours just to recommended an eye drops"

About: Western Eye Hospital

Was an worst ever NHS experience had with this centre.As I visited with my 4months baby just to show my red eyes infection as my local GP recommended to visit there but unfortunately had an bad experienced as my baby were keep cried and upset but no one responded to call me earlier, even-though I did request to the receptionist. she was so kind to went inside the doctor room couple of time for us, but nothing happen. after 2 hours of waiting, nurse call to see her then after 1 minutes examine my eyes, she did request me to wait for her call again then, after 4 hours Dr seen me and just recommended to use eyes drops. the Dr and the nurse was so cooperative, but I have a question that if it was just altogether only for 2-3 minutes check up why the shouldn't recommend earlier why I have to wait another 4 hours .I am blaming on poorest management as they doesn't want to give a great experience to visit them again either recommend to someone else . Please take a serious notice for this

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Responses

Response from Western Eye Hospital 10 years ago
Western Eye Hospital

Submitted on 27/03/2014 at 12:19
Published on nhs.uk on 28/03/2014 at 03:00

Imperial College Healthcare NHS Trust is concerned to read of your experience and we sincerely apologise for the distress that was caused and for the long wait for your baby to be seen. We do not have a designated paediatric service at the Western Eye Hospital so patients attending A & E with emergency conditions will be given priority although the department does also try to prioritise children who attend. It would be important to understand the particular circumstances on the day you attended so we can work to improve our service and we hope you will contact our PALS service pals@imperial.nhs.uk so we can take further detailss and take this forward. We hope that you baby has made a full recovery.

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