"Long wait then got forgotten, unfriendly..."

About: Western Eye Hospital

Got referred by my GP. Was told initially the wait was about 1-2 hours, ended up waiting for 4! Found out the reception staff looked at the wrong name causing I was being forgotten somehow. They took their time checking my waiting status, didn't seem to care or feel apologetic at all. The doctor seemed nice to begin with, then after I addressed my concerns he didn't seem to be interested or have time to answer my questions, felt like I got rushed off to leave. I understood there were a lot more patients waiting after me but considered me waiting for 4 hours already because of their mistake, I did not deserve such kind of service. Waiting area was stuffy, crowded and garbage scattered everywhere. The healthcare assistant chose patients to rate their satisfaction, he/she (can't tell) asked every person in my surrounding but me. Very bad experience overall. Will try to avoid it in future

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Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is sorry to hear about your experience at the A&E department at the Western Eye hospital.

Your comments have been passed to senior managers.

Patient Advice and Liaison Service (PALS) would like to have the opportunity to talk to you about this further.

Please contact PALS on 0203 313 0088 or email pals@imperial.nhs.uk

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