"A patient for 20 years!!!"

About: Moorfields Eye Hospital (City Road)

the whole system needs improving in a&e. I'll be honest. I hate going to this department. The medical staff are lovely. A couple of the admin staff need to go on a course!

I hate the waiting. I went today and waited another4 hrs. I walked in at 5pm and a woman was taking up alot of the waiting area with 4 very loud children. I asked 1 of the admin staff to say something to her but they refused. They're not allowed! So this woman gets away with it! No. I thought. I told her to control her annoying children. That this a waiting room. People aren't well and that they shouldn't be running around when some patients have bad eyesight! Pc gone mad!

Also. Too much queueing.

1.

You queue to get your notes. (If you're an outpatient). If you're a new patient they have to create notes for you. This holds other people up!

2.

You queue to see a triage nurse to tell them your symptoms.

3.

You queue to see a nurse that gives you an eye test.

4.

You queue to see another nurse that dilates your eyes.

5.

Then. And only then you get to see a dr!! To lessen the waiting times, can't we just see one nurse that can test your eyes and dilate you after as well? Something has to be done to improve the system. I, quite frankly hate going to moorfields a&e. I also have arthritis and always leave this place in pain, due to sitting for so long!!

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Moorfields Eye Hospital (City Road)

I was sorry to read about your less than satisfactory experience in our Accident and Emergency (A&E) department. I have spoken to the Charge Nurse who has explained that the days you attended were particularly busy, which can happen on occasion. He also explained that though the process of staging the patients’ pathway through A&E might appear convoluted, it is the quickest way of seeing and triaging our patients.

I agree that a noisy waiting room is not conducive to reducing the anxiety and stress of waiting in an A&E department and we try to avoid it where possible. On this occasion I understand that the receptionist did escalate your concerns to one of the nursing staff who ensured that the children were given a priority assessment and taken to the paediatric area where they were seen immediately.

He has asked me to apologise that your visit was less efficient or comfortable than we would have hoped and if you would like us to look into the specifics of your visit we would be happy to do so. Please contact our Patient Experience and Advice Service (PALS) on pals@moorfields.nhs.uk or contact them on 020 7566 2325 if you wish this.