"Outpatient appointments"

About: Moorfields Eye Hospital (City Road)

Really appreciate being treated at moorfields, especially under the NHS and dont mind waiting. However having arrived for a 10.15am appt apart from a brief eye test, my husband was still waiting to see the doctor at 12.30 when i had to leave them to get back to West London for another appt.

The waiting is not the issue but if it can be forseen by the staff, we may have been able to have stretched our legs for a short while or have a much needed cup of coffee while we waited. Had I known that this appiontment would possibly take that long I would have rescheduled my appiointment in order to stay with my husband who sometimes needs my assistance. My comments are in no way a criticism of the opthalmology department.

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Responses

Response from Moorfields Eye Hospital (City Road)

Thank you for your constructive comments which are always appreciated. We do recognise that delays in clinic, and keeping our patients informed, are issues and we are currently trying to improve our service in this area. As a trial, in some clinics we are introducing 'floor walkers', whose job it will be to liaise with patients, and their carers, in clinics and keep them updated and informed about any delays. We are also looking at handing out ‘patient pagers', so should a patient wish to leave the clinic for any reason (for a coffee perhaps), they can do and we will page them when it is their turn. We are also handing out cards to patients to assure them that they will not miss their turn if they leave the clinic for any reason (a concern that has been raised in the past) and to encourage them not to be reluctant in approaching the reception staff if they have any concerns or questions.

I am sorry that on this occasion you had a delay and were not better informed, but hopefully you can see that we are trying to address some of the issues you raise and that your experience in the future will be better. Thank you again for taking the time to comment.