At Moorfields Eye Hospital NHS Foundation Trust, we understand that vision problems in children and young people can be frightening and disruptive. That's why we provide a compassionate telephone helpline, dedicated to offering guidance and support for your child's eye care needs.
These experienced paediatric nurses can provide information on eye diseases and treatments available. They can also advise on care strategies to manage your child's symptoms or changes in vision.
Please be aware that during busy periods, you may need to wait briefly before speaking to someone. Please be patient and call back again if needed.
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Paediatric Nurse-led helpline
This is number for queries regarding your child's eye problem.
The direct number is 0207 566 2209.
Our nurses are available between 1000-1300 and 1400-1600 Monday to Friday excluding bank holidays.
Outside of helpline hours
Outside of these times if you have an emergency for you childs eye health please log into vritual A&E /AA.
Access your emergency care consultation
Click to access A&E emergency care video call registration. >>>
*This information is not stored beyond the length of the video consultation.
- You will need a reliable internet connection (Wifi or Mobile Data)
- Be in a private, quiet and well-lit area before you call us.
Calls from outside the UK, in public spaces or with poor wifi connection will not be accepted. You will need to call back once the above criteria are met.
Smartphone and tablet users.
If you can, connect to a home or work Wi-Fi network to avoid using your mobile data allowance.
Instead of travelling to your appointment, enter the clinic’s online waiting area.
The health service is notified when you arrive, and your clinician will join you when ready.
There is no need to create an account. No information you enter is stored.
Virtual Consultation FAQs
What will happen during my virtual appointment?
When you ring us, we will check your connection and you will go through to an online waiting room. We will take some details from you, and you will then be placed in a queue to see our specialist.
Will you be able to assess my condition properly?
Our teams will have reviewed your case before deciding to offer you a telephone or video appointment in the first instance. If during your appointment, your clinician decides that you would benefit from a face to face appointment, they will discuss this with you.
What if I’m left in the online waiting room?
You should be able to see your position in the queue, and the queue should be steadily getting shorter. While we do everything we can to keep all our clinics to time, it is not unusual to have to wait a few minutes for your appointment and, occasionally, for 30 minutes or more. If you think you are having technical issues, please call 020 7566 2357 and select option 4.
What do I need to make a video call?
- A good connection to the internet. If you can watch a video online (e.g. YouTube) you can make a video call
- A private, well-lit area where you will not be disturbed during the consultation
- One of these:
- Google Chrome web browser on a desktop or laptop, or on an Android tablet or smartphone
- Safari web browser on an Apple iMac, MacBook, iPad, or iPhone
- Web camera, speakers, and microphone already built into laptops or mobile devices.
I don't have a device that has a camera and microphone; can I still have a video consultation?
Unfortunately not; to hold an effective video consultation our clinicians will need to both see and hear you, therefore your device must have a camera and a microphone. Please press ‘Ok’ for all camera and microphone access pop ups.
Is it secure?
Video calls are secure; your privacy is protected. You have your own private video room that only authorised clinicians can enter.
How much does a video call cost?
The video call is free, except for your internet usage.
How much internet data will I use?
You don’t use any data while waiting for a clinician to join you. A video call uses a similar amount of data to Skype® or FaceTime®.
What browser do I need to use?
Make sure that you use one of the following web browsers:
Google Chrome Windows 7+, Android 5.1+, MacOS 10.11+
Latest Google Chrome?
- Check version at www.whatismybrowser.com
- Update browser from chrome://help
- Download new at www.google.com/chrome
Apple Safari MacOS 10.12+, iOS 11.4+
Latest Safari?
- Check version at www.whatismybrowser.com
- Update browser from Mac App Store
Do I meet the minimum system specifications?
Windows PC with i5 processor and 3GB of RAM (Windows 7 or later).
Apple Mac with i5 processor and 3GB of RAM (MacOS 10.12 Sierra or later).
Android-based smartphone or tablet (Android 5.1 or later).
iPhone (iOS 11.4+).
iPad (iOS 11.4+, iPadOS 13+).