"Disappointing"

About: Western Eye Hospital

I've been under Western Eye Hospital for approximately 2 years. The waiting times for pre-booked appointments is getting worse and worse. The attitude when you ask about when you will be seen is mostly nonchalant. There are elderly people sitting on these awful chairs for hours. I had an appointment in January which the hospital cancelled due to the doctor being away and it was moved to the end of may. After such a long wait, unfortunately i missed the appointment. It's the only appointment I've missed but they were quick to discharge me from the clinic. I was then offered and appointment in September which they moved to October. i wasn't even sent a letter, if i didn't call to check the time of my appointment the day before i would never have known. Again, the attitude when you raise concerns is like 'oh well so what'. I manage to get an appointment for September after a cancellation. I wait over 2 hours to be seen by a nurse. As i have my scan the nurse tells me i have a diagnosis completely different to what the doctor told me when i was last hear. I question this and she tells me this diagnosis is recorded in my notes yet i have a letter from a consultant saying the opposite. Highly confusing and concerning for me as an anxious patient. It's absolutely shocking! Most doctors are polite once you get to see them but the service on a whole is poor. Most understand the demands staff are under but what ever needs to happen to facilitate positive changes needs to happen and fast.

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Responses

Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is very concerned to read your comments about the Western Eye Hospital. We are aware that wait times in some of our clinics are unacceptable and the service is working to seek to address these issues. However, you raise other significant concerns and it is important that we are able to investigate and address these so that the seerrvice can be improved for you and all our patients. we hope you will contact our PALS service to facilitate this pals@imperial.nhs.uk

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