"Skills of medical staff undermined by the..."

About: Moorfields Eye Hospital (City Road)

Anything else?

I have no doubt that the staff at Moorfields are good clinicians and surgeons. However, the hospital administration is abysmal. My elderly mother lost sight in one eye two years ago because she was not sent an appointment that should have been made for her and she had to initiate contact to re-establish appointments. Current treatment is marred by appointment letters not being sent and not being clear, inability to get through to departments by phone and a website that constantly freezes when looking for information.

Add to that the time spent waiting when attending clinic which is rarely less than 4 hours and sometimes as much as 5 and I would counsel thinking twice before opting for treatment at City Road. Other sites may be different.

Also, for elderly or disabled people travelling by car, the parking is very, very limited and I find that even with a blue badge I have to re-park my car at least once during a visit.

Story from NHS Choices

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

Responses

Response from Moorfields Eye Hospital (City Road)

I am sorry to hear of the difficulties you have had and apologise for the time it has taken to respond - something appears to have gone wrong with the alert system on NHS Choices which means I've only just picked this up. We are working on several projects to address the issues you have highlighted, including letters to patients, the website and the phone system and hope that you will notice some improvement in future. We are also working on waiting times in clinics, which we know are too long in many instances. Thank you for taking the time to let us know what you think - feedback from patients is always helpful, whether good or bad, as it helps us prioritise improvements for the future.