"Clinic 11 City Road"

About: Moorfields Eye Hospital (City Road)

We attended the ocular oncology follow up clinic yesterday morning , we were told to wait to see the doctor after the scan. After over two and half hour later, receptionist called and told my husband to go to Clinic 15 for Imaging. That was another 45 minutes wait to get it done.

Back to Clinic 11, now the doctors are seeing patients for the afternoon clinic.

I approached the receptionist and asked how much longer that we have to wait, and was told 'you only came 'at 1:15' . I pointed out we have been here all morning and really don't want to wait until the doctor sees all the afternoon patients. They asked me to show them the appointment letter. I was glad that my husband was seen pretty quickly afterwards, if I hadn't, we might have to wait for another two and half hours.

We don't all live in London, for us, it is an early start by train and buses. We all used to waiting when we come to

Moorfields, but the system has to be better, for a leading hospital liked Moorefields. Why my husband not being sent to Imaging in the first place, if the scans are triaged , patients could be sent to Imaging or various tests before coming back to wait for the doctors.

This was not an isolated case yesterday, so many patients saw the doctors briefly and then sent for Imaging, came back and tried to grab the doctor's attention again, but my husband was not even seen by doctor before sending off for Imaging. I am already dreading for his next appointment.

I understand NHS is over stretched, but I do hope the clinical manager and the hospital management come up with a better system , it was so disorganised, and simply wasted time and resources. Staff was dashing from one place to another endlessly. Being a leading hospital, there must be a way to make it better for patients's experiences at Moorefields.

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Response from Moorfields Eye Hospital (City Road)

I am sorry to hear you had such a long wait and that the clinic pathway failed to work as effectively as it should have. I have forwarded your comments to the clinic staff and they recognise that the clinic function was particularly poor on Thursday. They would obviously like to address your concerns in more detail. If you would like us to do so, please contact our patient advice and liaison service (PALS) via pals@moorfields.nhs.uk. They will be able to look into the circumstances that led to the problems and explain what they are doing to improve the service.