"Polite and friendly"

About: Western Eye Hospital

What I liked

My optician referred me to the hospital and when I called hospital I was told it's 24 hours and quiet at night so I went just before midnight to what I believe in 2nd floor where there were two nurses at the reception. She asked for my details and checked on the system and said I have visited before this hospital - I have never but I have gone to A & E in St Mary's years back - then I told her the address on the system is old and gave the new address. Later I found out that they didn't change the address and have sent my appointment letters to an old address which resulted in GP sending me letters thinking I have moved address and me not being informed of appointments resulting in missing the appointments. They bascially made appointments and rebooked appointments (because I didn't turn up and I was unaware of them) without ever letting me know even on the phone - they seem to have booked many.

What could be improved

Anyway when I visited the A & E upstairs midnight (with the optician's referral) the nurse/reception read it and then she asked me to read the letters while I was at the reception (as in optician) and then told me my vision is ok! meaning my referral was invalid or I should have gone to GP so I responded to her saying well I was referred to come here by my optician as it states in his letter because of a scar he can't figure out inside my retina and it's nothing to do with my vision and at that point her colleague told me well the GP's and Opticians refer everyone here for every little thing. Anyway I wondered if the nurse/reception is qualified as there was no logic in her thinking (and later as I found out she hasn't changed my address when I told her specifically that its a very old one on the system). Then she put eye dropped in me (so that doctor can see me) and I worried if she would put the wrong thing or incorrect amount or if she washed her hands as for me she didn't seem to be qualified.

Anything else?

Then the doctor though he examined properly and very well referred me for an appointment as they don't have the equipment (the password was changed) so I asked if I can just turn up as I was travelling and he refused though he referred me for an urgent appointment. I didn't really appreciate this as I have to change my whole plan and lose out money for this - I could have just turned up in the morning in this case rather than midnight in the first place. I could have still just turned up but he insisted I wait for appointment. The appointment I never received though it was made in a week because they sent it to wrong address and never even called me while they kept changing the appointment dates without informing me.

I did finally change the address by visiting the office and asking day time reception to change my address and finding out about the appointments.

Although the doctors were very good and very polite and capable and qualified I did have one that was eating while he was examining me (though he was nice). Non of them every cleaned the chin rest and in fact it was even dirty.


The admin staff and nurses (at night at reception) have to be tested for their skills and competency

Story from NHS Choices

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