"Serious reservations about the behaviour of one..."

About: Western Eye Hospital

What I liked

I appreciated the care I received on my first visit especially the fact that I was reassured by the person who could not find my name on the list that she had found my appointment. I found most of the staff helpful, polite and open to listening.

What could be improved

I am disappointed at the uncaring attitude displayed by one junior doctor. This doctor spent minutes looking at her messages on her phone while I waited for her to speak. I was appalled - I had been waiting for some time and did not expect a professional to blatantly ignore me once I was seated in the treatment area while checking emails. She then said she did not have her lenses with her and went to find them. She was away some time and I decided that I would look at my notes. On her return she berated me for this saying I had no right to read my notes and that there were protocols regulating my access to the information.

She then proceeded to put a lens on my right eye without any moisture barrier. The suction created meant that she hurt my eye when she removed the lens causing me to exclaim in pain. She did put drops on the lens before using it on the other eye.

A second examination with bright light caused pain to the same eye and she did respond by reducing the light while examining the other eye.

I am fortunate that the examinations showed no sign of the condition I was tested for but the doctor did mention that I should have the mole at the back of one of my eyes watched though it did not appear malign at present. There is no mention of this in the letter sent to my GP. My visit to the hospital ended with further proof that this doctor was not paying attention to her work. Having handed my discharge paper to the receptionist I was astonished to hear my name called again by this doctor. She realised her mistake and apologised but this left me feeling that she needs to focus on what she is doing.

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Responses

Response from Western Eye Hospital

Thank you for taking the time to post your comments. The Trust is very disappointed to hear of your experience at the Western Eye Hospital and we sincerely apologise for the distress this caused. This is not the experience that we aim to provide and it would be helpful for us to be able to investigate the specific issues you have raised. If you would like to please contact our Patient Advice & Liaison Service on 020 3312 7777 or email pals@imperial.nhs.uk

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