Western Eye Hospital
153-173 Marylebone Road, London, NW1 5QHContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Phenomenonal care
Rated 5 stars out of 5
by Bradley - Posted on 07 May 2023
Fantastic care, I was seen to extremely quickly and reassured that my eyes would be alright after an accident involving an electrical explosion. I was given all the important information and medication for aftercare. Couldn't recommended more for any eye related emergencies.
Visited Eye - accident and emergency services on May 2023
Review titled Western Eye Hospital
Replied on 09 May 2023
Dear Bradley, Imperial College Healthcare NHS Trust wishes to thank you for taking the time to post your positive feedback on NHS Choices regarding your experience with the Ophthalmology Department at Western Eye Hospital. I would like to pass on your comments to the clinical team that managed your care. Could you please provide me the following information via email (imperial.pals@nhs.net): Full Name: DoB: Hospital No or NHS Number: Kind Regards Chris Patient Advice and Liaison Service
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Review titled Outstanding practice
Rated 5 stars out of 5
by Kelly White - Posted on 03 May 2023
More often than not, people leave unpleasant reviews or comments on a service or company from a place of projection. They have not held themselves accountable for this, that or the other. Negativity takes over, and their judgement becomes impaired. The Western Eye Hospital is absolutely outstanding! Observing the staff, quite literally rushed off their feet with people in need of assistance, as we all patiently waited to be seen (*naturally* we had to wait several hours on a busy afternoon). Their enthusiasm, care, and attention to detail did not waver regardless of circumstance. I was three weeks into treating two acute eye infections — both left and right eye. Yesterday, the infection took a rapid turn for the worst in my right eye, which began to affect my visual perception. I was advised to go straight to the hospital. What a relief, I’m slowly on the mend now! Thank you so much for taking the best care of me. I am grateful beyond measure! My very best wishes, Miss White
Visited Eye - accident and emergency services on May 2023
Review titled Western Eye Hospital
Replied on 04 May 2023
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received by the Western Eye Hospital. Patient Advice and Liaison Service (PALS) have passed on your comments to the relevant service managers. Thank you for taking the time to post your response. We appreciate and value your comments. We wish you well with your recovery.
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Review titled Usually fantastic
Rated 5 stars out of 5
by Barbara Tindale - Posted on 18 April 2023
I have been an outpatient for some years. However am confused following recent.visit. After my eye injection I was handed gel with no information re any follow up appts, unlike previous visits! Disappointed in post treatment information.
Visited Ophthalmology on April 2023
Review titled Western Eye Hospital
Replied on 09 May 2023
Dear Barbara, Imperial College Healthcare NHS Trust is sorry to learn of your experiences with our Ophthalmology Department at Western Eye Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the relevant service managers. Imperial College Healthcare NHS Trust appreciates and values your comments. Kind Regards Chris Patient Advice and Liaison Service
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Review titled Fantastic service
Rated 5 stars out of 5
by Jan brown - Posted on 11 April 2023
Walk in option for our elderly mother We were treated with great respect Her history was reviewed and she had an eye test Next a scan and review by a doctor with diagnosis and possible treatment plans all within two and a half hours Many thanks to all the wonderful staff we met along the way and what a fantastic service all on a junior doctors strike day
Visited Eye - accident and emergency services on April 2023
Review titled Western Eye Hospital
Replied on 13 April 2023
Dear Jan Brown Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while attending the Western Eye Hospital. I will forward your feedback to senior management in Ophthalmology. I am sure that they will be very happy to receive this. If you would like to contact me with your mother's name and date of birth I will be more than happy to put her name to the positive feedback . My email address is john.ward22@nhs.net. If you do not wish to do this, then please do not worry. Again, many thanks for these kind comments. Kind regards John
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Review titled Excellent Service
Rated 5 stars out of 5
by PATRICIA MCELHILL - Posted on 29 March 2023
Took just under 2 hours from arrival. Imaging, eye drops, scanning and seeing doctor for results. They are very busy but organised. Difficult for staff having to wear masks all day. Extremely happy with care I was given.
Visited Ophthalmology on March 2023
Review titled Western Eye Hospital
Replied on 11 April 2023
Imperial College Healthcare NHS Trust wishes to thank you for taking the time to post your feedback on NHS Choices. Patient Advice and Liaison Service (PALS) has passed on your comments to the Service Manager for the Western Eye Hospital. Imperial College Healthcare NHS Trust appreciates and values your feedback
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Review titled Bad service
Rated 3 stars out of 5
by Anonymous - Posted on 06 March 2023
My mother waited for an eye cataract for over a year. I had to arrange myself for a pre-assessment. I was told that the department it’s being refurbished and we will be seen at charing cross hospital. We went for pre-assessment, the nurse was rude said she does it 5 minutes couldn’t do my mothers . Left us saying she was rushing for a surgery we had wait for 1and or more. The other nurse didn’t want to do my mothers eye test . I found she lacked compassion , dignity and respect for her patient. Also very incompetent, I told her my mother had a surgery before. Her measurements were done perfectly. This left my mother not having her surgery after being in waiting list for a year.
Visited Ophthalmology on March 2023
Review titled Western Eye Hospital
Replied on 07 March 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you and your mother for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the managers
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Review titled Receptionist rude
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
From the moment we arrived at the hospital it was very chaotic, no seats for my husband who has recently had emergency eye surgery! Receptionist rude and passed him a scrap of paper to write his name on !!! Did not listen to what was wrong !! How are you triaging patients if receptionist is not taking information or listening? Very poor communication and he should have some training on speaking to patients
Visited Eye - accident and emergency services on February 2023
Review titled Western Eye Hospital
Replied on 07 March 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net .
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Review titled Great Experience
Rated 5 stars out of 5
by George Jayasuriya - Posted on 01 March 2023
I went to the Emmergency department to get treatment for an eye injury yesterday. I came in to contact with a number of staff members of this department during my visit. I found that the staff members are very kind, caring and highly professional.
Visited Eye - accident and emergency services on February 2023
Review titled Western Eye Hospital
Replied on 01 March 2023
Dear George Jayasuriya Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while attending our A&E service at the Western Eye Hospital. I will forward your feedback to senior management in Ophthalmology. I am sure that they will be very happy to receive this. . Again, many thanks for contacting PALS and for your kind feedback. Kind regards John
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Review titled Very bad organised
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2023
Waited 7hours, waiting room overcrowding with no ventilation, patients waiting on corridor no water to drink, I felt it was very badly run organisation elderly patients waiting for so long it is very bad service.
Visited Eye - accident and emergency services on February 2023
Review titled Western Eye Hospital
Replied on 22 February 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the managers
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Review titled Probably Goid
Rated 3 stars out of 5
by Chris Shirley - Posted on 12 February 2023
What strikes one immediately is the overheating in the waiting room with no windows open - an incubator for spreading germs. The second is that the wc urinal is broken and the general appearance unloved. Time will tell about the quality of care - a four hour queue is a daunting start
Visited Eye - accident and emergency services on February 2023
Review titled Western Eye Hospital
Replied on 13 February 2023
Dear Chris Shirley Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very sorry to read of your experience with our ophthalmology service. I will forward your feedback to senior management in Ophthalmology - Western Eye Hospital. If you would like to contact me with your email address, I will be more than happy to raise these concerns and hopefully get some feedback for you. My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
Information supplied by Imperial College Healthcare NHS Trust