"If appointments were sorted out this would be an..."

About: Moorfields Eye Hospital (City Road)

What I liked

I has corneal graft surgery and it all went well with a few issues requiring follow up procedures. This all went well and I am happy and pleased with the operation and how it was carried out.

What could be improved

There is a lot of waiting around when it comes to the operations. I arrived about midday but then wasn't actually called into theatre for about 3 hours. This could be improved so that there is less waiting around.

My real problem is with the routine appointments and general checkups. Whenever I've had an issue and tried to call someone I rarely get through to the right department and after leaving voicemails I never receive a call. I once did get through to someone and tried to call to have an appointment re-arranged. It was like talking to a brick wall with no concern for any personal circumstances. I eventually conceded and had my appointment re-arranged for the 2 Jan 2013, about 2 months after my original appointment. I have subsequently received another letter informing of staff shortages and now my appointment is being rebooked for the 10th April 2013. That will make it almost 6 months without being seen and I currently still have stitches in my eye that in my opinion should now be removed but without being able to see the doctors I am stuck. Trying to explain this situation over the phone just doesn't get any response from the person on the phone.

Anything else?

Overall the hospital is great, I just wish I could be seen when I'm expected to be seen and not put to the bottom of the pile when appointments are re-arranged.

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Response from Moorfields Eye Hospital (City Road)

Thank you for taking the time to provide feedback on your experiences, and for the positive comments about elements of your treatment. To help you further with your specific concerns about your stitches, it would be very useful if you could provide us with further details. If you could please contact our patient advice and liaison service (PALS) at pals@moorfields.nhs.uk or by phone to 020 7566 2324/2325, they will be able to offer further advice.