"Absolutely terrible care and management of..."

About: Moorfields Eye Hospital (City Road)

Went to the Moorfields for a check up in the morning and was only seen to by the nurse after 45 minutes of waiting past the appointment time and gave up and left after waiting another 40 minutes for the doctor.

The nurse was mistaken about the queue to see the doctor after the nurse check up as she said there were 2 patients ahead. I saw two patients go in to be seen by the doctors (I recognise them from a previous appointment at Moorfields) and then asked the receptionist our position in the queue and they said there are 2 patients in the queue. The receptionist then asked me a rhetorical "It's not very ethical for me to hurry up the doctors is it?" even though my frustration was all about managing expectations of patients, which shows that the receptionist misunderstood what I was getting at. At least they made the effort to spend the time to inquire for me.

There was also another patient standing next to me at the reception asking for her appointment to be rescheduled as she was booked in for the morning, still hadn't been seen by the doctor 1 hour 50 minutes later and needed to pick up her child from a carer.

I then spoke to the in-charge of the clinic and they said that on all appointment letters it states that there is an aim that patients would be seen within 2 hours. That's a terrible explanation, to queue up people for 2 hours to see the doctor while what seems to be a first-come-first-served rule. What's the point of an appointment system at all if you are not going to be seen anywhere close to the appointment time?

A better approach would be to not book patients in for 15 minute slots if it's going to take that much longer, and this isn't the first time that I've had to wait for a longer than reasonable amount of time at Moorfields.

Very poor patient management if I've ever seen it. I recommend you go to Moorfields if you have a block of at least 4 hours, which for a time stretched working professional, is pretty difficult.

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Responses

Response from Moorfields Eye Hospital (City Road)

Thank you for taking the time to leave your comments, which reflect the frustrations of a number of our patients, and indeed staff. We recognise that in some of our clinics, delays can be a problem and we are currently working hard to identify the causes and develop ways of working more effectively so they can be kept to a minimum. Equally, and as you correctly point out, clear communication between the clinic staff and waiting patients is essential and this is also being addressed. More information about how we are doing this can be found under The Moorfields Way and Quality, Safety and Experience pages of the Moorfields website, or if you would prefer to discuss this further, please contact our patient advice and liaison service (PALS) via pals@moorfields.nhs.uk who will be able to put you in touch with the people leading on this work.