"antithis of care!"

About: Western Eye Hospital

My daughter got some chilli in her eye which became very inflamed and painful. She arrived at 11 pm on Friday evening, told by a very uninterested and nameless member of staff to fill in a form and that there was a 4 hour wait. The waiting area was dirty with some people with very distressed toddlers . On the dirty table by the door were 2 jugs of stale water and a packet of plastic cups. The staff were unfriendly and gave no information about triage. The leaflet for patient information states that all patients will be treated with respect and dignity. The absolute opposite occurred as the staff approach was discourteous. My daughter was summoned to the reception area and told to sit down on the only chair where she waited not knowing who she would be seeing. Eventually an individual, maybe a nurse looked at her briefly without any eye equipment and said it will be alright! She shouted at the doctor can she go and the doctor yelled back from another room, "can you see alright" ? My daughter said yes and then the doctor said ok.

After a long wait used the WC on ground floor. No soap, filthy and smelling foul. The whole experience left us feeling very disappointed. We have used the facilities in the past during daytime hours and found the staff courteous and helpful clearly some of this practice needs to be applied to the night clinic which advertises as a stand alone 24 hour specialist eye hospital.

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Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is concerned about your feedback on you and your daughter's recent visit to the A&E department at the Western Eye hospital.

We apologise for this experience and your comments have been passed onto senior managers running the eye service for the Trust.

To allow them to investigate and comment, we would kindly ask for your to contact Patient Advice and Liaison Service (PALS) to discuss this further.

PALS can be contacted on pals@imperial.nhs.uk.

Thank you for taking the time to post your feedback on NHS Choices.

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