Appointments

This page provides information for patients on how to prepare for and what to expect when attending an appointment at Moorfields during the pandemic.

Before your appointment

Before coming in for your appointment please check that you have not been experiencing any symptoms of Covid-19, including a high temperature, a new persistent cough or a change to your sense of smell or taste.

If you are experiencing any of these symptoms you will need to stay at home for 10 days (or 14 days if a household member has these symptoms) and contact NHS 111 online if your symptoms worsen. Please contact our booking team so that we can rearrange your appointment for a time when it is safe for you to travel.

Visitors

To minimise the number of people in our clinics, we are asking patients who cannot attend alone to arrive with a maximum of one other person.

We understand that patients may need to travel in with a friend, relative or carer, but please be aware that, due to social distancing measures we have in place, we may ask them to wait outside for you. This is to ensure yours and other patients' safety in our clinics.

For patients coming in for surgical procedures, we ask that if you need someone with you, that they drop you off and pick you up from the ward but do not stay in the hospital unless absolutely necessary.

We have also staggered appointment times to maintain safe social distancing. Please do not arrive more than 15 minutes before your appointment time.

What to expect when you attend your appointment?

Many aspects of patient care provided at our clinic require face to face contact - such as diagnostic tests or physical examination. We have implemented a strict cleaning regime. All equipment used will be fully wiped clean and sanitised before your appointment. 

The clinical team who see you for your appointment will be wearing appropriate PPE (personal protective equipment), which may include a face mask, eye protection, gloves and a gown. We know you might not be used to seeing our team with this increased level of equipment but these steps are there to help keep you and our team safe.

We know some patients may feel worried about attending appointments right now, but we're keen to reassure you that there are measures in place to help protect you. Use the patient experiences link below to read about the experiences of some patients who have come in for treatment in recent weeks and months.

Safety measures in place 

We have introduced a number of measures help keep our patients and colleagues as safe as possible when visiting the hospital, including: 

  • We carry out temperature and symptom checks before you enter the hospital.
  • You and your visitor will be given face masks to wear when you enter the hospital. Please wear this throghout your visit.
  • Use of the stairs and lifts has been limited to one person at a time wherever possible, many sites have new signs and some corridors are one-way. Our team will still be able to assist you as needed.
  • We have a number of hand sanitising points stationed around the building. Please use these throughout your visit.
  • All high contact points such as door handles and surfaces are all wiped clean regularly throughout the day.

 Our short animation highligts some more of the measures we have put in place to help keep you safe. 

Guidance on face coverings and face masks

Find out more about the use of face coverings and surgical face masks in our short animation. 

What happens after your appointment?

In some outpatient clinics, you may be seen by a different team member, but your tests will always be seen by a doctor. You may be asked to see a doctor while you are with us, based on your test results.

Follow up tests or consultations may be arranged by phone or email if they are not done on your appointment day.

Transport options to our hospitals

We understand that many patients are wary about travelling to appointments on public transport. If you have been offered an appointment, it is because our doctors have reviewed your eye health and can offer you treatment to help save your sight. Below are some options to consider, including making use of patient transport, which may now be available to you as the rules have been relaxed during the pandemic. 

  • Car/lift – Please use our guide to each location to check local parking. If you are coming to City Road, remember the congestion charge applies on the Islington side of City Road, but not the Hackney side.
  • Taxis – If you are on most means-tested benefits, and a taxi is the cheapest form of transport available to you, you will be able to claim your fares back – see our main transport page for details.
  • Long distance train – If you are on most means-tested benefits, you will be able to claim your fares back – see our main transport page for details.
  • Public transport – There are steps you can take to make your journey better. Transport for London (TfL) provides up to date information on safer travelling, and you can always contact us to ask us to reschedule your appointment to avoid travelling in rush hour. You cannot use public transport if you have been self-isolating prior to an operation.

Arranging patient transport

The criteria for patient transport have temporarily changed and many more patients can now have patient transport to their place of treatment. Please ring DHL on 0333 240 4909, Mon-Fri, 8am-5pm to check if you are eligible and to arrange this transport. (Please check the websites of Ealing, Croydon, St George’s and Darent Valley hospitals for their transport arrangements).

Please give them as much notice as you can of your journey. When speaking to them, make sure you explain the difficulties you will have in travelling to Moorfields by any other means due to your condition, including maintaining social distancing and problems using multiple public transport journeys. If you need to be escorted because of your condition, please explain this to DHL, as eligibility criteria apply. Patient transport is sometimes shared, but it will always in line with national infection control guidance.

Please contact the number on your appointment letter if you are finding it difficult to book transport.

Emergency care

Moorfields patients and those living in central London who require emergency eye care (sight threatening problems or eye injuries) can use our A&E Attend Anywhere service during the time below.    

Monday to Friday:

  • 09:00-12:30
  • 13:30-17:00
  • 17:30-21:00

Saturday to Sunday:

  • 10:00-12:30
  • 13:30-16:00

These video consultations will allow us to assess your condition and provide advice on whether or not you need to come into our A&E department for further checks. More information can be found on the Emergency care page. If you require urgent medical advice out of these hours, you can contact our A&E department on 020 7253 3411.

We will also continue to provide urgent care at the following sites:

Medicine for patients

Moorfields patients can contact our pharmacy department medicines helpline service.

Patients can call 0207 566 2361, Monday to Friday, 9am-5.30pm (except bank holidays) for advice and guidance on their medication. The helpline is managed by pharmacists, pharmacy technicians and trained healthcare staff and is available to all Moorfields patients across UK sites. 

Managing your eye condition at home

To support patients in between appointments, we have published a number of guides and tips on how to manage your eye care at home. Use the link below 'My eye care and coronavirus' to access this information. 

Contacts for Moorfields patients

For existing appointments, your first point of contact should be the number on your appointment letter (if you have one). Alternatively, you can use one of the following options:

New patients

Appointments team, 020 7566 2700

Existing patients

Please contact the hospital first for appointments at the following sites:

  • Northwick Park 020 3182 4000
  • Ealing 020 8967 5766
  • St Ann’s 020 7566 2841
  • Darent Valley 01322 428 459
  • Croydon 0208 401 3128
  • St George’s 020 8725 1794

For all other sites (including City Road), please contact the team for your service, if listed below:

The appointments team, 020 7566 2700, can help for all other services and sites.

Last updated: 10th August 2020