"Terrible Miscommunication and Chaotic"

About: Queen's Hospital (Romford)

Having waited two hours at the local walk-in clinic where they were unable to help as I have a foreign body stuck in my eye, I was recommended to go the the specialist eye unit at Queens. I was given a card and pointed to wait in a room with no real explanations. I understand waiting for a couple of hours due to the sheer amount of pre booked appointments, but when called, I was merely told by the nurse that I had to go to Moorfields, well over an hour away due to the Doctor being too busy. I appreciate that this isn't the nurses fault but, asked why I wasn't relayed this at reception, they didn't have an answer. The reception staff were frankly useless and incompetent to not explain that there was zero chance of anyone wishing to use the walk in service would never receive any ehlp today. My eye is extremely painful and it's only been exacerbated by the pathetic service at Queen's today.

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Response from Queen's Hospital

Thank you for your feedback. I am sorry to hear that you were not informed by reception that you would not be able to be seen, due to the amount of pre booked appointments. I can appreciate how frustrating this must have been. I would like to investigate into this further and so please contact me through our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk with more information. Yours sincerely Nadeem Moghal Medical Director

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