"Clinic 11 and Clinic 12"

About: Moorfields Eye Hospital (City Road)

The day started at 7am. With the rain pouring, I crossed the road with a crutch to help me get over the recent knee op. Entering A&E the friendly staff member asked me to follow the yellow line where i will see signs for Clinic 11. This sign was to be found pointing to the lower ground, so you can imagine my feelings when standing in front of the closed lift doors I noticed the lift floor indicator displaying very proudly that it was out of order. I managed down the stairs and made my way to Clinic 11 reception. Stood there for a full 3 minutes watching the member of staff moving folders and they did notice me. With people now standing behind me the member of staff finally decided to let me know that the reception was not open until 9. Now this was just the begiinning of an awful day. On opening the desk and watch the sprint for the queue and then die down I joined the end only to be told that I was in the wrong clinic. I was then sent from clinic 11 to 12 and back again by staff and in error 4 times. On the last occassion i told the member of staff that i was just too tired from hopping and shuffling. I have read the previous reviews which are a month old, and see no evidence of a simple thing like a clip board with a sign saying what time the reception is open, or where to go in the first instance. The executive committee need to sit in these areas for a full week and experience the obvious ineffeciencies and lack of communication to public and between staff. I am astounded that the receptionist in clinic 12 walks people from their desk to the waiting area next to clinic 11 whilst the queues grow. He was very helpful but they can see there are problems in the logistics but they may feel that they are too low in the pyramid to insist. Time and motion, planning and strategy buzz words used by executives and management. Time for an undercover boss. However I must thank the consultants and nurse for their help and proffessionalism, its a pity simple processes are not in place. And there endeth my rant and back to butting the wall with my head.

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Responses

Response from Moorfields Eye Hospital (City Road)

Oh dear. That's really not very impressive and I can only apologise. We are very aware that we need to improve our systems in our outpatient clinics and are working to do so - but it's taking time. Good to hear that you at least received proper clinical care in the end.