Worst clinic I’ve ever been to. Clinics NEVER run on time. They over book patients and every appointment I’ve been to here they tell me just to wait for the doctor to call me. I have been left waiting on average 3 hours to be seen. Complete joke. Poorly managed and no one has any idea as to what is going on or where in the queue I am. This clinic needs major improvement. The doctors however are great at what they do, it’s just not fair they cop all the stressed out annoyed patients because of a poorly managed clinic. Ps. For anyone trying to get through to their phone line, apparently their number has changed. See photo attached.

No-one ever answers the phone. Absolutely appalling.

Please please please sort out the phone issue. Why doesnt anyone pick up the phone? Why doesnt anyone email back? These contact details are on the letters you send out but no one responds. Very poor communication.

This is a review of Moorfields at St George's hospital Big thank you to Mr Avi Gurbuxani & the team on the 5th floor Lanesborough wing who were so kind to my mum who had her cataract surgery today. From receptionist with a welcoming smile to the manger and staff in the ward they made it so easy. Different members of staff were helpful and kind. The waiting area was clean and pleasant. Mr Gurbuxani was a true professional and fantastic surgeon. Thank you for the fantastic service

Rude reception staff. Dad came in with referral from GP. Apparently they couldn’t find the letter on their system and he tried to show them the message from the GP on his phone but the lady started fussing about touching his phone due to “covid” and dismissed him even though he was visibly in pain and had a referral. Extremely poor service with no empathy for patients whatsoever. I didn’t get the member of staffs name but that kind of attitude is not appropriate in a health care setting and they should be booted from the job.

completely impossible to contact them - have been given no less than SEVEN telephone numbers - trying for two weeks - and not one is picked up. No email address. St Georges main switchboard are very efficient but they cannot help. And I am only trying to cancel an appointment for my son who has moved abroad. They must waste so much time and money on missed appointments. I am usually a big fan of NHS, but heartily glad I don,t live in London. GET YOUR ACT TOGETHER! GIVE US AN EMAIL ADDRESS,

Never answer the phone. No answerphone, just rings and rings. Dont answer emails. Sure they do a good job if you can get through to them!!

Terrible service. They are never on time, so you have to wait for at least 1 hour. The "file" can get lost and if you are booked for an appointment, you might find that the appointment is changed to another department, that you may not need to see... When you think you have fixed it. There is another "blunder"... it might not have happened. In the 21 century, this is disorganization. And they have an inability to fix things too. Complain to the office for patients too.

I have been going to this clinic for many years and I am very grateful for saving my vision (doctors) but now this place is sick, I don't remember which meeting was canceled and the staff is full of rudeness and disrespect to the patient. I'm not allowed to get angry so I try to be really polite and explain to myself that it's all a mistake but it's not. The day before the visit, when a person has already taken leave and a day off because he goes for a visit, they cancel the visit again and no one is interested that you lost a day off at work, which is not convenient, and if you take the next and the next one, I wonder if they are sitting there phones are volunteers for free??? The people answering the phone there are blunt spears without understanding, without empathy and as much as you can say, they do not listen to what is said, incomprehensible accent, lack of concentration, you have to repeat everything several times. One big mistake, how can such people have jobs in the queue to the phone, you can't get through for several days, the standard is you are number 12 and when it reaches zero, the call ends. I am very sorry that I have to leave such an opinion, but since it is impossible to talk normally with the staff, no one will connect you to the management board, they only deceive you with promises, unfortunately, you can only describe it and change the place of treatment

I've tried calling the various numbers I've been given and the phones are NEVER answered. On one distant occasion the phone was answered by someone who was totally unprofessional. This is week 3 of trying to contact the lanesborough wing clinic at moorfields st Georges hospital. Very bad. Alarmingly dangerous .

I have been trying to call since yesterday to change my appointment after getting through to someone on the switchboard and was given the Glaucoma teams direct number to phone it just keeps ringing and ringing I now can't get hold of anyone on the switchboard after calling all 4 numbers on my letter. They don't reply emails or answer the phone such poor poor service. I find the nurses very nice on my visits but this is very unacceptable.

3 different extensions yet No one answers the phone. Receptionists not helpful either

I wish if I can give zero to them, my daughter is short sighted and has got other eye conditions as well. Last year she was seen by a consultant who was about to retire and said she will need to be seen early next year to give her squint surgery. We were given an appointment in February 2017. We went in to the hospital and was told that our appointment was cancelled and apparently they left a voicemail yesterday to let us know. Doctor Ali was suppose to see us that day and for some reason he was not avaialavle. We were given the next appointment for 10th may as they couldn't see us before. Today we just called to confirm our appointment as we didn't want to have the same experience. Guess what our appt is cancelled again and this time no notice. No department was willing to give information why is cancelled and booked in July. Doctor Ali if this is coming to you please accept this as complaint and I need to make sure my daughter is seen in may. My wife is coming in on Monday with the letter confirming our spots and please see us in May

I’m not sure why the reviews are so poor but I had a brilliant experience with the nurses and doctors at moorfields. The wait time was not too long given you come at the correct time of your appointment. The turn around was quick for matters which do not take long. Staff were friendly and helpful and the waiting room had lots of seats very elderly friendly

Disappointed to be honest. The waiting room is tiny and there were no seats at all for the patients as they turned most of them around and placed signs due to social distancing. I had to stand up to allow older people to sit which felt claustrophobic and tiring. The TV was off and honestly I felt for the older patients who waited nearly an hour with nothing to do?! It’s clear patients may be feeling anxious about their appointments! Luckily we grabbed a newspaper from downstairs beforehand whilst we waited for nearly an hour. One staff member at reception today and we waited 5 mins to sign in as she was on the phone. The doctors sometimes mispronounced names and wouldn’t correct themselves which I found rude as obviously someone wouldn’t respond to a different name being called out, older patients are hard of hearing and it seems this isn’t taken into account there? Doctors were very unfriendly and looked unbothered.

One of the best hospitals, everyone was very helpful and kind and they all worked well round the clock. Eun ok kim was so kind and made me feel very comfortable also

There is only one phone number which doesn't ring before you're cut off. St. George's switchboard are unable to put any calls through. Disgraceful

I would like to say a huge Thank you to April for making my life easier and providing professional help to cater to my struggle. I was diagnosed with Bilateral kerataconus and was struggling to get an appointment for these special Contact Lenses(only available from moorfield) and despite my numerous phone calls to Moorfield and few walk ins person to help resolve this I got nowhere often receiving the same fate, third walk in made me feel skeptical but I’m glad I did because I met April. She was amazing and helped me get the eye exam sorted first and pushed my everyday burden to the priority and urgency it required. I really wished the whole team was like her she made me feel at ease and assured me that she would raise it further and did as promised. Thank you once again April.

Would give 0. Can never ever get through to the numbers given on my letter and appointments cancelled at such short notice - it's been 4 months since my MRI and I'm still yet to have my follow up due to multiple cancellations!!!

Communication is dreadful and receptionist hardly answer the phones if you try to call up. I called about thirty times in one day and no answer. This clinic seriously needs to get some help because I strongly feel they are struggling under pressure.

Never ever is the phone answered. An absolute disgrace. Really needs sorting out. Does ANYONE ever read these reviews?

To get an appointment here is blatantly like getting a blood out of stone, despite being referred by one'sGP. Good luck with getting your call picked up by any member of staff who seem to really care or know what they are doing! In fact, good luck with getting someone to pick up your call in the first place! The receptions have nothing but mostly rude and lackadaisical attitude over the phone, which doesn't help hapless patients who desperately need appointments! Avoid!!

The same as all on here. I’ve had 2 appointments cancelled at short notice and am in pain. It’s virtually impossible to get through sometimes and some staff at desk need customer care training. Everybody just seems too stressed and overworked. Staff turnover seems high too. It feels like the service is being deliberately run down!!! However, when you are treated the care is good from triage

Great Hospital. Very Friendly Staff. Very Efficient.

Terrible services expect wait time of 4 hours to see nurse no one answers phone, 1 doctor for 200 patients which is not really their fault due to doctors dont want to work these hours. Staff are lovely.. But badly managed,

Visited the clinic on a Sunday after 111 referral. All very efficient and really helpful, and not too much waiting. SInce called and spoke to someone within a couple of minutes - again really helpful. I think we are really lucky to have this facility local to us.

Wonder if any members of eye care team even read what the patients experience is like at this clinic..But should they..Noticed that all reception staff and nurses wearing Masks..but anethists visting the Duke Elder clinic from main hospital and Doctors were not..Any reason Why ?

The most f****d up staff on planet. Walking around, chatting with colleagues, don’t bother how many people waiting to be seen. Very poor attitude and poor communication. They are earning easy money, very easy to see 3/4 patients only in a shift. Wasting time in chatting with others. I must say they are not doing their job properly

The glaucoma department at st georges hospitsl is very bad. They won't pick up the phone. They never answer the phone. They don't even have a voice message.

The doctors are good, although there is a lot of waiting around, even though there's an appointment system. So be prepared to spend at least half a day there! If you need to take time off work, 2 hrs is NOT enough! Also it's hell to change appointments, the number they text your appointment reminder on is impossible to get through no one ever answers the phone on that number, even though it says to change / cancel call this number. So googled the general hospital number, currently still on hold. Hopefully connecting to someone soooonish?? Since I'm now calling internationally. This is rather frustrating, I know it's NHS, and it's suppose to provide a 'reasonable' service. This is the time I wish I went private. At least have private healthcare insurance everyone. I'm calling to change my appointment so the NHS don't lose money on missed appointments like it always says on all posters around the hospital????????

Go here quite regularly always find the staff very polite & very helpful

Sadly I agree with the reviews that says that appointments are cancelled at the last minute repeatedly. Not a good experience and very frustrating as days taken off at work=No Pay for some people

I had a very positive experience. The doctors and nurses were incredible helpful and nice. I was in a lot of pain and they reassured me throughout the process of getting my eye checked. Thank you.

While the Doctor's team is fantastic, booking an appointment for Contact Lenses and Refraction is impossible. The doctor booked my appointment for contact lenses and glasses as urgent, so I received an appointment notice within a couple days for the 9th of July. This date didn't suit me so I tried to move it ... and so the saga began. I called the department but they don't put you through to refraction/contact lenses - they send you to the switchboard, or hang up on you while transferring. My emails were left unanswered. It took me over a week to reach a representative who sent an internal email to rebook the appointment. Despite me giving a list of suitable dates - they cancelled the appointment for the 9th of July and moved it all the way to 10th September - even though the appointment was marked as urgent - without consulting me at all. There's no way to reach the booking appointment.

i had a referral letter which i had to give to my doctors for my eye and they referred me to moorsfield at st georges hospital. she said i should wait 6/8 weeks which i did. i waited 10 weeks still no reply back so i had to phone up the hospital and ask, and only then i got my appointment. Had i not called i probably still would have waited.

Great care from the doctors, but terrible service from the reception staff. When you finally get through to speak to a member of staff, they are rude and dismissive. Not acceptable.

My personal experience, was and still is superb . I've undergo a glaucoma surgery and before and after care is fantastic. Staff really make me feel comfortable and welcoming, easy to talk to.etc

The Dr and nurses are very good and caring the downside is when I have called many times again again the phone would not be answered. I had been waiting 4 months for my next apt and 2 days before I had a call from admin that my appointment had to be cancelled and I would need to attend the City hospital in London and not barking and when I questioned is it just my appointment that is being cancelled or is the whole clinic appointments cancelled for the day but she refused to tell me and I was so upset that I told her that she had upset me as I have been attending for almost a year and its follow up appointments every time. I had refused to take the conversation any further and cut her off then 3rd time the admin called me back she told me that my appointment will be kept for the day and time it was at Barking, so basically I think they were trying to give my appointment to another patient, the staff should understand the patients feelings who have been waiting for months to be seen. I have found the staff as I walk in this hospital very lovely but the appointment and phone system should definitely improve.

Believing, wrongly, as it turns out that a Walk In service was available I went to Moorfields at St Georges this week as I had something trapped in my eye. The staff at Reception were unsympathetic towards me and very brusque in their manner. There was no sign of sympathy towards my predicament and I was turned away. I understand that I had made a mistake and I know they are busy but there is no need for such unsympathetic treatment. I left the hospital in tears. R. Richards

Hospital transport. Generously given 2 stars because the bus actually turned up. Transport was booked for a frail 92 year old patient. The bus came 1.5 hours earlier than the expected 2 hours before the appointment time. I hadn't had a chance to give him lunch and he had to be bundled in the bus in order to keep the appointment. Also, even though I am the patient's carer my place had not been booked so I had to make the 1.5 hour journey by public transport bus to the hospital. The hospital bus was almost empty but the driver could not deviate from his instructions and allow me to travel with the patient. This vulnerable man is facing a long afternoon in hospital hungry until I can rejoin him. The driver said it was the booking clerk who made the wrong appointment time. There was nothing he could do (like come back when he was expected, or wait longer than a few minutes). Moorfields (at St George's) and the hospital transport department couldn't give a [insert expletive of choice]

fixed my double vision with strabsimus surgery. Dr Ali is great

I am genuinely shocked at the lack of compassion and pragmatism shown by Moorfields eye hospital. Iritis, which I have suffered from for 25 years, is a horrible condition and their refusal to give me a repeat prescription is tantamount to torture

Great care, Michael and the doctors were very attentive, knowledgable and I managed to get seen to on a Sunday

Mum had her cataract surgery today and was met with incredible patience and caring... Cant thank the staff enough, especially Paul x (sorry about spilling my bottle of water on the floor... At least we got to do the twist! Haha xx)

bad service,they couldn't say how many hours you need to wait,my husband stay there noubody can tell him any information about waiting time,

I was on hold for 1 hour and 50 minutes, so just under 2 hours, trying to get through to Moorfields At St Georges. There is absolutely NO justification for this. We have jobs too you know, that’s 2 hours out of my working day. The man who answered was rude and belligerent to boot when I quite reasonably asked of there was any reason for this. I lawfully recorded the call so can prove everything. Furthermore, I wrote to Moorfields years ago to withhold my consent for them sharing my medical data with google mind , which they do without patients' knowledge or consent - and they didnt even respond.

I have just gone through a cataract removal at Queen Mary’s hospital in Roehampton and cannot fault the treatment I received or the hospital itself which quiet, clean and calm. But, when I tried to call the numbers they gave me because of a minor worry, I found they have cut off the access to the ward numbers and even the emergency number. The emergency no. Is still cut off with no access. Speaks for itself!!!

No.1 in the telephone queue for 40 minutes and then got a message saying 'no agents are available' before being cut off.

As is typical of NHS, Doctors and nurses are top class. Admin staff are below poor. You ring to rearrange an appointment and outcome is: 1) No one answers 2) mailbox if full 3) engaged ringtone. Admin at NHS is a joke. And they wonder why they have an issue with people missing appointments? Maybe try picking up the phone.

I had to visit St George's Eye clinic on Saturday 1st March around 4pm and l was pleasantly surprised. The staff were so friendly and very knowledgeable. Excellent Team. Thank you. My left eye is 100% now. Amazing

Whilst the care at this eye unit is Good.Trying to get through to the appointments line is very bad. You wait up to half hour most times of the day and phone is never answered. So to ensure information is passed onto the unit. I have to phone moorfields Central London. And hope message gets passed on.Altogether a very unsatisfactory situation.

Rude staff esp. over the phone. Lack of care for patients, and not accommodating at all considering the current times. Dismiss people with severe pain and symptoms, just a bunch of lazy workers.

Appalling service, Staff at the appointment centre requires extensive training and is generally very rude!!

Currently trying to get through to Moorfields Eye St Georges and nobody is answering after 2hrs 21mins and I have been number 1 in the queue for 50 mins. This is appalling. Something should be done about this.

Thankyou to all the nurses & doctors who saw my husband after getting metal pieces in his eye. First time was a bank holiday and the 2nd time was a Saturday afternoon, staff all working very hard during the Covid 19 crisis. We were given masks and had our temperatures taken and given hand sanitizer. On both occasions, my husband was seen promptly . We can't thankyou all enough for your hard work. 😊

Inefficiencies in this clinic make it impossible to deal with. Staff are either illiterate in the English language so communication is through hand signals and sign language or just don’t care. This place should be put under special measures for its failings. And we pay for this!?@ *** PLEASE CAN I URGE ANYONE WHO HAS HAD A BAD EXPERIENCE HERE TO WRITE TO THEIR LOCAL MP ASKING FOR AN ENQUIRY ***

Wouldn’t even deserve 1 star. Awful service.

I have rang 7 times and left messages regarding a referral for a cataract no reply what so ever so next step I’m just going to go there and see is I can see someone but I’ll be blind by the time I get there TERRIBLE SERVICE

Thank the Tories for funneling NHS funding to their private health mates. The service has steadily deteriorated over the year I've been taking my mum. All appointments are for the same time so it's really a first come, longest wait system. You are supposed to be pre assessed before seeing the consultant but after an hour even that hadn't happened. Apparently the reason for today's delay is late start of the session. Pity no one communicated that. Reorganisation of the waiting area means less space so not only a long wait but you could be standing throughout.

The young black girl at the emergency department of this clinic is rude. She literally was having a big discussion on the phone whilst serving which caused myself to get very agitated and walk out. Horrible customer service

Went to the hospital on 13/4 after a referral from my Optometrist in Boots Richmond, with a pretty bad queratitis. Want to thank all the doctors and nurses for their diligence. Very good service, efficient, right to the point. My eye is happy again! Could not be more grateful!

My mum just wanted 3 and a half hours without being seen by a doctor. She and others were told after 3 hours waiting that he is in A&E. Shocking times. 4th January - 3 hours and counting after being told she won't have to wait on Thursday. They even said they don't have her file for attending on Thursday 😳. Avoid this unit like a plague

Excellent treatment