"Arrived for my appointment for ..."

About: Moorfields Eye Hospital (City Road)

(as the patient),

What I liked

Arrived for my appointment for 9.30 and didnt get seen by nurse for over an hr.The doctor took even longer got seen to by him at 12.40.It was very hot and no end of people it waiting room.Have attended this hosp for 14yrs and this was the worst it has ever been.Staff very apologetic,but i was feeling very tired and bad headache by the time i got home,which was 2.,40.Have had many operations here and doctors i cant praise highly enough for my treatment.Receptionist is always smiling and always remembers me which is amazing the number of people she must see.

What could be improved

wating times ,airconditioning as it was very warm,and with the number of people more chairs,or book in less patients.

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Response from Moorfields Eye Hospital (City Road)

Thank you for your comments about the service you received here at Moorfields – and please accept our apologies for the long wait and crowded conditions. We are committed to improving the experience patients have of our services so that it better matches the high standard of clinical care that most patients have, and comments and feedback from patients themselves are an important part of this process.

We are very aware of the problems many patients experience with regard to waiting times and are working hard to improve this as set out below – but we still have much to do on this front to ensure that the problem is resolved in all our clinics.

Outpatient letters have been amended to communicate to patients to not arrive more than 15 mins before their appointment time to ensure adequate seating and to minimise waiting times.

Our volunteers with the Friends of Moorfields now have limited access to our patient appointment system to assist patients with their appointment locations which in turn reduces queue lengths and clinic receptions.

We established an outpatient matron post in June 2010, and part of this role is to undertake regular rounds to monitor clinic progress and advisory notices

We are introducing a patient data validation form to save patients being asked the same questions several times by different professionals and reduce the amount of time it takes for our clerks to check-in patients when they arrive for their appointments.

Patients are now being seen in order of appointment time (as far as is possible).

We are also looking at implementing a digital communication system to provide patients waiting in clinic with updates on waiting times etc

Also as part of our refurbishment project to improve clinics at our main hospital on London’s City Road, we have installed new ventilation systems and new seating, among other improvements.

If you would like more information about any of the developments above or would like to discuss any of your concerns with us please contact our patient advice and liasion service on 020 7566 2324 or 020 7566 2325, or by email on pals@moorfields.nhs.uk.