Frequently Asked Questions (FAQs)

Here are some frequently asked questions from our patients regarding treatment at Moorfields during the Coronavirus outbreak. Patients will be contacted if appointments are to be rescheduled.

Why can't I get through on the phone?

We are receiving a high level of calls due to coronavirus and are responding as quickly as we can. If you are calling about an upcoming appointment, you can email

If you are concerned about your eye health, please check NHS 111 online or contact our nurse-led helpline on 020 7566 2345 9am-5pm Monday to Friday and 9am-5pm on Saturdays. Please note, due to the redeployment of staff, we have less nurses to manage this helpline and so you may be on hold for some time. If you have an eye emergency, please use the emergency care video consultation service, which runs 9am to 5pm Monday to Friday and 10am to 4pm on Saturdays and Sundays. If you require emergency care out of hours, please contact our A&E department on 020 7253 3411.

If you need advice on medicine use and prescriptions, please ring 020 7566 2361. This services operates Monday-Friday between the hours of 9am-5pm.

When emailing us, please include the following information to help us get to you as soon as we can:

  • Name
  • Hospital/NHS number
  • Date of Birth 
  • Postcode
  • Contact number 

What should I do if my eye condition feels like it’s getting worse?

You can speak to a clinician via our on-demand video A&E if you think your eye health is deteriorating, or contact 111. It is important that you seek medical advice immediately, especially if you have lost any vision. 

Will my appointment be postponed?

Non-urgent appointments will be postponed, but we will contact you to advise you if you are affected. Our doctors and nurses are reviewing each patient’s needs on an ongoing basis. Please email for details about your appointment. Please use our on-demand video A&E if you feel your eye condition may be deteriorating. Or call our nurse-led line for some general advice on 020 7566 2345.

I missed my injection/I’m worried about my injection being cancelled

If you missed your appointment, we will ring you to understand why and to rebook another appointment for you. If your appointment has been cancelled by us, and you have not received a replacement appointment, please email

Why is my appointment at a different location?

We are only supporting urgent and emergency appointments. Operating from fewer sites means we have freed up staff, equipment and resources to support other trusts, including NHS Nightingale. We have, where possible, focussed on sites without Covid-19 patients (such as Purley). Where we have vacated clinics, the host trusts have used the space either for Covid-19 related services, or as a temporary location for other services to make room for expanding their Covid-19 treatment.

I’m classified as ‘high risk’, according to the Moorfields website; should I still come to my appointment?

Our doctors and nurses are including an assessment of each person’s risks in travelling as well as their current eye condition and anticipated changes in their assessment of your treatment options, and will continue to review your eye care. Please email if you would like to discuss your appointment in more detail.

I am travelling from a fair distance away; should I buy an advance train ticket for my appointment?

We recommend you contact to confirm your appointment details before buying a ticket.

When will you be in touch with me about my future care?

We will contact you when we are resuming our full range of services or if ongoing reviews of your care suggest we may need to see you more urgently. In the meantime, please check NHS 111 online, contact us on our nurse-led helpline on 020 7566 2345 or visit our on-demand video A&E if you think your eye health is deteriorating.

How do I know if I am being contacted by someone from Moorfields?

We are currently only contacting people about their appointments, and will not ask for your bank details. Sadly, we have heard of a scam where people ask for financial details whilst purporting to be carrying out a Moorfields survey. If you are in doubt about an incoming call, ring us back on our main switchboard, 020 7253 3411.

Further information:

Last updated: 18th May 2020