About: Moorfields Eye Hospital (City Road)

My partially sighted cousin was shown into an unlit surgery and asked to state the card that was being held up. Once the light was switched on the nurse apparently seemed very tired in the way they walked.

At reception my cousin was asked to fill in a form!!

At Moorfields where everyone attending has a sight problem.

We both thought it was unbelievably ridiculous!! The receptionist was unable to help because their writing would be recognised and held my cousin's hand to circle the answers. My cousin is self conscious enough with her sight problem without having to do this in front of other people. 'How likely are you to recommend this hospital to friends and family' - another unbelievably ridiculous question. We were in Moorfields with most patients told to go there, not Disney World. We don't feel that enough respect was given to the patients. My cousin felt so belittled that the thought of tearing up the card and posting it in the box came to mind.

Story from NHS Choices

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Response from Moorfields Eye Hospital (City Road)

Thank you for commenting on this. I think what your cousin was asked to complete was the NHS Friends and Family Test, which is run at all NHS hospitals in England, and though on occasion it can be a bit in-appropriate in the way it is administered, does provide valuable information about how services are perceived by patients and their carers and does lead to improvements in care.

However, it does sound as though the receptionist should have appreciated the difficulties your cousin might have had in completing this and offered to help them do so (which they are allowed to do), through offering a large print version or offering to complete it for them on their behalf. We will remind staff administering the test that they can in fact support patients in completing the card should the patient wish to.

Please convey to your cousin our apologies that they were made to feel at all uncomfortable and that they were not treated in a more sympathetic and sensitive manner.