"Ophthalmology A&E on a Sunday"

About: Moorfields Eye Hospital (City Road) / Ophthalmology William Harvey Hospital / Ophthalmology

(as the patient),

I have had an eye problem for years that flares up from time to time and needs drops. It usually goes away with fairly light treatment, however this time did not. Ophthalmologists say to see them straight away should this occur. Unfortunately I realised it was becoming a problem on a Bank Holiday weekend.

I found a phone number for the specialist nurse who rang back after an hour and said to ring the hospital and speak to the duty Eye doctor. The duty eye doctor did not respond to a message I had to leave on the mobile, so eventually after 2 hours I tracked the doctor down to the Eye Casualty. No full history was taken and the doctor seemed uninterested and said to come to the unit on the Tuesday, when I questioned this, it was suggested I come on the Monday. There was no suggestion about what to do until the appointment or how to control the pain. I was concerned that the doctor did not have enough information to safely tell me to do this and although I could have driven to the casualty and turned up there, I decided that if someone was so unconcerned about my eyesight I would not trust their opinion. My husband drove me up to the Moorfields Eye hospital where full tests were carried out by the specialist nurses and the doctors looked at the results and my eyes. They told me to start a new regime of eye drops and gave me another set to take at night. I had full confidence in the team there and their views seem based on proven studies. It was something that did need to be addressed and although I do not expect the same service at WHH I do expect the doctors who are being paid to work to take a full history and see me and treat me or explain fully why not! !

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Responses

Response from Sally Smith, Chief Nurse and Director Of Quality, East Kent Hospitals University NHS Foundation Trust

Thank you so much for your feedback. I am sorry to hear how you found the Doctors. I will certainly feed this back to them to ensure they consider how they care for our patients in the future. I am so sorry to hear of this aspect of your experience.

I hope you are recovering well,

SAlly

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Response from Moorfields Eye Hospital (City Road)

I'm glad to hear that we were able to help at Moorfields eventually. Thank you for letting us know.

Response from William Harvey Hospital

Sorry to hear about your experience. If you would contact the Patient Advice and Liaison Service (PALS) on 01227 864314 or 01227 783145, or by email ekh-tr.PALS@nhs.net we will investigate why your condition was not treated in a timely fashion.

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