"Lost notes, failure to listen, disregard of what..."

About: Moorfields Eye Hospital (City Road)

I was seen last week after 3 previous failed attempts to be seen by the consultant requesting to see me. I was told off for not waiting at the first attempt when I had been sent home by another doctor because the consultant had left the clinic and was not returning! Why wouldn't you wait was the accusation and was ignored when I said I had been told to leave! My notes from that attendance were missing so all the investigations had to be repeated and none of the recent findings, referrals or reports were available. Instead referral was made to the notes they did have (from 2009) which were woefully out of date. Had to be seen in another clinic today - notes still missing and once again 2009 records used. Consultant refused to listen to anything I had to say, would not give results of test undertaken and when asked about the findings from the October appointment which led to this referral and appointment and also highlighted another problem he said he wasn't going to bother about that nor investigate it (I know that problem can lead to blindness if untreated). I was thrown a piece of paper and told to see the receptionist for an appointment with another consultant. I explained the problems that have arisen previously by inconsistent care with treatment started, stopped, restarted and changed with each visit and was dismissed like a naughty child. The 'diagnosis' today is totally opposite that of just 5 days ago so I have no idea what if anything is wrong and whether it is even safe to return here. I wasn't allowed to make an appointment (convenient to me ) while there but was told I would get a letter in the post for a general clinic and no specific consultant. I thought care was supposed to be consultant led - obviously not here. Such an unprofessional way to behave.

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Responses

Response from Moorfields Eye Hospital (City Road)

Oh dear - none of this sounds good at all. I can only apologise. If you could bear to email the specific details to pals@moorfields.nhs.uk, our complaints team will be able to investigate more fully for you, which will help us to improve our service for others in the future. I do hope you have a more satisfactory experience with us in future.