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 moorfields.covid19bookingenquiry@nhs.net. If you are concerned about your eye health, please check NHS 111 online or contact our nurse-led helpline on 020 7566 2345.

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 

Will my appointment be postponed?

Some non-urgent appointments will be postponed, but we will contact you to advise you if you are affected. Please email moorfields.covid19bookingenquiry@nhs.net for details about your appointment.

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. Please email moorfields.covid19bookingenquiry@nhs.net or contact our nurse-led helpline on 020 7566 2345 if you would like to discuss your appointment in more detail.

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

Please check NHS 111 online or contact us on our nurse-led helpline on 020 7566 2345 if you think your eye health is deteriorating.

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

We recommend you contact moorfields.covid19bookingenquiry@nhs.net 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 or contact us on our nurse-led helpline on 020 7566 2345 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: 27th March 2020