"Administration staff overrule Doctors."

About: Western Eye Hospital

I attended the A&E Dept as a post surgical problem had occurred in my left eye. This was the advice given to me by the Surgeon who had conducted my operation at the same hospital. Two doctors attended to my condition and advised me that my next attendance at one of the hospitals clinics be brought forward to one week, possibly two. One Doctor then accompanied me to the reception desk and explained to the member of administrative staff that my next appointment needed to be brought forward In time due to a post surgical problem. The Administrator did not rebook the the appointment, they blatantly ignored the Doctors wishes. I asked for a date and they replied that I would get a letter in one or two weeks! The blatant refusal to rebook an appointment shows who is running the hospital. If you are going to have surgery in this hospital beware the aftercare, it's decided by the clerical staff.

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Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is sorry to read of your experience and we apologise. It would be important to understand what happened and who was involved. It is certainly not the case that patient care is determined by the the clerical staff but it may not have been possible for an administrater to make the appointment requested immediately. To facilitate an investigation we hope you will contact our PALS service with your details pals@imperial.nhs.uk

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