The Care Quality Commission
  • Hospital
  • NHS hospital

Western Eye Hospital

Marylebone Road, London, NW1 5QH (020) 3311 3311

Provided and run by:
Imperial College Healthcare NHS Trust

All Inspections

3 October 2013

During a routine inspection

We inspected this hospital with a specialist ophthalmic advisor. We looked at all areas of the hospital, outpatient clinics, the accident and emergency department (A&E), day surgery unit and the inpatient ward. We spoke with staff, patients and family members in all departments, as well as senior management staff including the Director of Nursing, the Director of Governance and Assurance and the hospital service manager.

Patients undergoing surgical procedures and injections said that they had been given a good explanation of their procedure, the risks, benefits and aftercare. We observed doctors giving clear explanations and advice to patients and seeking their consent to procedures. Almost everyone we spoke with was very satisfied with their care and treatment at the hospital and would recommend the hospital to others. Patients said "the staff are experts here" and "it's important to get a specialist's opinion on eye problems."

The hospital was very busy and patients with appointments had to wait when they arrived for an appointment. The waiting times in A&E were long but patients expected that. Overall there were enough skilled, qualified and experienced staff to treat and care for patients.

We saw that patient feedback was collected and there was process for handling complaints and reviewing the quality and safety of the service.

Patients' medical records were well-maintained, managed securely and were accessible when needed.

9 October 2012

During a routine inspection

The Western Eye Hospital was inspected on 9 October 2012. On the day of our inspection, we spoke with patients, relatives and staff. We visited all areas of the hospital ' clinics, the accident and emergency department, day surgery unit and the inpatient ward. We also spoke with management staff, looked at records and observed care..

Almost everyone we spoke with was satisfied with their care and treatment at the hospital. Many people had used the hospital over a long time and were very happy with the quality of care. They told us there was good information available for them and that staff explained their medical conditions and treatment in ways they understood. This included information about what to do after surgery or treatment.

Patients told us they were treated with respect and had their dignity and privacy protected. They said staff always listened to them and responded to their questions or concerns. Most patients visited the hospital with a support person. Almost everyone said their experience of the care was excellent and that staff were 'brilliant'. Patients said they got to know staff and had consistent care. They also told us that the hospital was always clean and hygienic.

Some patients told us they had been formally asked for their views but everyone we spoke with felt confident to give feedback to staff.