"The receptionist was very pleasant ..."

About: Western Eye Hospital

What I liked

The receptionist was very pleasant and welcoming and took all the information calmly and professionally and the triage nurse was similarly capable and efficient.

What could be improved

We were not happy with the snap decision made by one of the doctors as to the cause of the swelling of my husband's left eye. The Doctor looked at his eye standing a few feet away and did not listen to us when we explained that he likely been stabbed by a thorn and that there was risk of it being infected. The Doctor said it was an allergic reaction although his hand had not reacted similarly even though it had also been scratched. The Doctor did not enquire when my husband had last been given a tetanus shot or suggest a prescription for anti-biotics.

The other doctor did examine the eye itself and did check for abnormalities of the eye. This Doctor was pleasant and efficient but the supervising doctor had decided incontrovertably withtout the aid of any magnification, proper lighting, blood tests et that the swelling of the skin around the eye was not to be treated with anything but an anti-histamine and we did not agree with this assessment.

The nurse who gave us the simple over the counter drops as treatment did not take our requests seriously for a reconsideration and seemed to think we were a bit of a nuisance. We are not satisfied with the treatment and feel that the risk or consequences of of infection was not adequately considered or assessed.

Story from NHS Choices

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


Response from Western Eye Hospital

Thank you for taking the time to write your comments. We are pleased that you found our staff to be professional and welcoming. However, we are disappointed to learn that you were dissatisfied with the assessment and treatment provided to your husband. If you would like to discuss your concerns in more detail please contact our Patient Advice and Liaison Service (PALS) on 020 3313 0088 or by email pals@imperial.nhs.uk.

  • {{helpful}} of {{total()}} people think this response is helpful