Moorfields Eye Hospital 2024-03-13 Person 1 5 0

Appalling treatment and medical gas-lighting for trying (in vain) to gain answers about reduced vision after cataract surgery (at another clinic) in a complex eye.   We came to Moorfields Private Hospital to see a well-known, highly-rated  cornea/keratoconus specialist (with many decades of experience) for a second opinion. The appointment felt disappointingly rushed and largely formulaic. We received nothing by way of helpful information for the complex eye with lost vision that I was very concerned about. Instead, all focus was transferred to my eye with reliable vision. For this, I was unexpectedly offered a list of proposed surgeries, with insufficient time to ask questions, and no opportunity to follow-up by email afterwards. For questions that related to my problematic eye specifically, I was sarcastically directed by the consultant's office manager to the consultant's many online, generic information pages, which I was already familiar with, but which were irrelevant to both my questions and to my specific needs.   As required, I paid for a second appointment (and travelled a further 140 miles) to try to gain an understanding of the risks vs need of the surgery recommended for my better eye - as well as hoping (this time) to gain an explanation of my post-cataract eye’s poor vision with the seemingly unhelpful lens implant.   Again, after the shortest of appointments, I came home without most of the answers - despite having emailed the questions In advance. Neither did I get to have the proposed additional scans for which we waited patiently for over a hour. When I finally got to see the consultant, his manner and statements were unexpectedly rude and irrational, and culminated in nothing short of medical gas-lightling. The latter required other medical professionals to set the record straight, which they did without reservation. It was a highly unpleasant experience to be needlessly and wastefully put through.   Alongside the above, we found the office manager to behave rudely, unprofessionally and carelessly repeatedly.  Errors on payments/invoices were £100-£200 adrift on two occasions. The more polite we were, it seemed, the more abrupt and sarcastic her tone became. Not sure if the rudeness helps to explain the 6 patients who cancelled their appointments, allowing us to have our first one at a few hours’ notice (rather than after the 3-month wait advised originally) - and at any time we wished.   After some months - and a rational complaint - the consultant (semi) apologised, implying that my expectations of himself and Moorfields Private Hospital had perhaps been rather too high... He voluntarily returned my payments - which I had not sought:  expert advice and remedial surgery was all I wanted. He answered some of my questions by email, but those I specifically came to Moorfields Private Hospital for remain unanswered.   Even precious eyesight is not worth a repeat of this several-month-long endurance test - with no tangible outcome. The only positive experience was meeting the two opticians/optical practitioners in this clinic, who were professional and delightful. For them I apologise for the otherwise necessary single-star review.