"Clinic 3"

About: Moorfields Eye Hospital (City Road)

I visited Clinic 3 yesterday and had a 2pm appointment. I was told by the receptionist that there was a 40 minute wait to be seen by the nurse. After 90 minutes I went and enquired how long it would be before I was seen. Firstly I was told that they could not find my file and then after a long search they found that it has become attached to another person's file. The receptionist said that I was now 2nd in the queue. Several more people went in before me and so I asked again how long I would have to wait to which I was told they didn't know. After 2 hours I saw a nurse who just got me to read a board and then I saw the Doctor. The Doctor was very competent, however, they put drops in my eyes and told me to wait outside for 10 minutes and then I would be called back in. Another patient who went in after me was also given drops and told to wait outside for 10 minutes - why did they get called in to see the same Doctor before me? I was called back in after waiting a further hour. The Doctor was very apologetic. How can the 3pm and 4pm appointments be seen before me. Thankfully, I have been discharged now but I am extremely disappointed that I had to wait around for over 3 hours when other patients who came in after me got seen before me. I was the last patient to leave the clinic yesterday even though I had a 2pm appointment and others had 3pm and 4pm appointments. I have nothing but admiration for the Doctors but the reception staff need to be more patient focused.

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Responses

Response from Moorfields Eye Hospital (City Road)

I'm sorry to hear you had such a long wait. We are working to improve this aspect of our service, but we still have some way to go. I will pass your comments on to the team that manages our outpatient clinics so that they can use your experience to improve things for others in future.