"1st class service once past the receptionist"

About: Moorfields Eye Hospital (City Road)

Attended the children’s A&E unit in the Richard Desmond Children’s Unit, my first impression was not a good one as the receptionists were cold, unfriendly and did not engage in eye contact. I was left feeling like we were not important, or we were making extra work for them. They also spoke so quietly so it was a struggle to hear what was being said, and the waiting area was quiet at this point. The signs on the two desks are not clear, as we went to the first desk which say's A&E patients, but were quickly moved on to the next one as it wasn't for A&E patients.

Once we went into the A&E waiting room the experience could not be different, the nurses, support staff and consultant were amazing. Everything was explained at each stage and therefore my child cooperated at each stage, he wasn't frightened or anxious in anyway, not even when he had the stingy eye drops in. Clear information was given and a full explanation of the test results and we left feeling very reassured.

Thank you for such good care but some work needs to be done to make anxious parents feel welcome the minute they enter the hospital.

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Response from Moorfields Eye Hospital (City Road)

Thank you for you kind comments about the care and treatment your child received when visiting Moorfields. It is a shame your visit was sullied by what you felt was the poor attitude of the reception staff. This is not the kind of behaviour we expect or tolerate and would be happy to look into the circumstances of your visit and if you would like us to do so please contact our patient advice and liaison service (PALS) via pals@moorfields.nhs.uk or 0207566 2324/ 25 who will be able to look further into this.

I can only apologise that you were not treated in a more caring and friendly manner and that the attitude shown by this person spoiled what was obviously an otherwise positive experience.