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Moorfields Private Eye Hospital

Ophthalmology

would like to make a complaint following an IPL treatment I had on 21/01/26. I had a consultation with Dr Branka and a subsequent telephone conversation with Krupa. I repeatedly asked this whether was risk of my symptoms being exacerbated by the treatment. I was repeatedly reassured that this would not happen. I had email exchanges with Krupa where she assured me repeatedly that the greatest reaction that I would get would be mild reddening around the eye lid for 30 mins. I had explained that I had a job interview the following day and was advised that would not be any reaction or issue. I was reassured both by email and in person on the day. My skin had a significant reaction to the procedure. The possibility of such a reaction to such a procedure had never been explained or even suggested. On meeting Dr Branka post procedure, she told me that my eyes weren’t dry, and in fact were significantly better. She said the tear break up was 7 seconds and that there had been an improvement, however I would like a second opinion on this, as they feel dryer and are visibly red, whereas they were not immediately beforehand. The visibly look and feel much worse than prior to the procedure. I completely feel like I’m being fobbed off. When I said to Dr Branka that I was not made aware of the risks she cheerfully old me that I signed the consent form and that of course there is the possibility of this reaction particularly with my very think skin. I was completely unaware that I had thin skin or that there could have been such a complication which would exacerbate my skin and eye problems. I explained that had a risk of this IPL been ‘worsening of dry eye symptoms, worsening of ocular rosacea/ rosacea’ I would have NEVER had the procedure. Dr Branka just said of course there was a risk and told me it happens in those people with rosacea. This had NEVER been mentioned in the consultation prior to the procedure. My eyes were not significantly bothersome prior to the treatment, I did it as a preventative to improve the gland and to avoid the dry eye disease progressing. When I asked Dr Branka what next in terms of how I manage this now worse situation she said that I can only use cotton flannels and saline as I am reactive to most things. She has told me I need to pay privately for a dermatologist for advice. This is not only causing me health problems but costing me money to resolve this. I have already spent over £700 for the consultation with dr Branka and the procedure! I am left anxious, distressed and upset by this experience and the ongoing problems. It has caused further issues with my skin. The rosacea was not posing a problem prior to the IPL and while I had been prescribed Soolantra and Azealic acid I had not needed to take them as I was not experiencing a flare up. I do not know where to go now for help, advice or to resolve this issue. I am really upset as my eyes and skin have worsened as a result and I am left alone to deal with it or pay out for help to try to correct it. Again, to reiterate, I would never have had IPL if I had known there was any risk of worsening symptoms. This was never explained, even when I explicitly asked initially. Dr Branka from from the outset said I was a good candidate but I needed to check with a dermatologist due to family skin cancer. I had checked this and the dermatologist said it would not be a problem from the perspective of skin cancer. I would like another opinion. I would like advice treatment and next steps. Not from dr Branka as all faith has gone.

Mr Matthew Cauldwell

Obstetrician & Gynaecologist

Matt safely delivered our baby boy on 16th January and from start to finish, the quality of his care and skill, combined with genuine compassion and kindness have given us the most positive birth experience we could have wished for. In 2023, we had a deeply traumatising first birth of our baby girl at our local NHS hospital in Wales such that I was too fearful to trust them with our second birth. After much research, we decided to come under Matt's care to privately deliver at the Kensington Wing. Logistically being based in Wales was no issue for Matt and his PA Sarah who made the whole process stress free and workable to deliver by induction at 38 weeks. I began this pregnancy overwhelmed with fear of birth and never believed the experience could ever be "positive" only for Matt to prove me wrong. Throughout my care, he has been so reassuring and empathetic, gaining my trust and giving me back the birth experience I was denied first time around which has meant the world. My birth was calm, controlled and I felt in the safest of hands throughout. I would not hesitate to recommend Matt - I will be forever grateful.

Mr Roberto Casula

Cardiothoracic Surgeon

Mr Casula performed my minimally invasive mitral valve repair surgery in January. He is an extremely experienced and expert surgeon, based on my positive experience of the process to date, from our first meeting, the surgery itself and my recovery so far. Everything proceeded entirely accordingly to the clear and calm explanations he provided, and better than my own expectations. My family and friends could not believe how well I felt, looked and sounded even one day post surgery. I feel blessed to have been under the care of such an amazing surgeon who I thoroughly recommend for his surgical skill and the humble manner in which he delivers it. Thank you does not being to cover it and I, and my friends and family will be forever indebted to Mr Casula.

Dr. John Whitaker

Cardiologist

At the initial consultation Dr Whitaker took the time to explain the condition and procedure in laymans terms to make it easier for us to understand. His compassionate and reassuring manner towards myself and my wife showed what a dedicated and gifted clinician he is. Dr Whitaker came to see us the morning of the procedure his calm and reassuring manner helped to disperse some of the anxiety I and my wife were feeling. Dr Whitaker took the time to speak to my wife once the procedure was complete, he reassured her about the success of the procedure, another example of his compassion by acknowleding my wife's anxiousness. His commitment to his patients is clear , he visited me after the procedure and then several days later. An expert in his field .

St Giles Physiotherapy

Physiotherapy, Sports Rehabilitation, + 1 more

St Giles Physiotherapy provided excellent care for my painful wrist, and I would highly recommend them to anyone needing physiotherapy in Northampton. From the outset Georgia understood my issue which meant we could maximize the appointment time for hands-on treatment. She used a variety of different techniques during the session, which made the treatment feel thorough and targeted rather than one‑dimensional. I was also given clear follow-up advice and tailored exercises to continue at home, which has really helped my recovery between appointments. Everyone I dealt with at the clinic was caring, friendly and genuinely interested in helping me, which made the whole experience feel very supportive as well as professional.

St Joseph’s Hospital

Physiotherapy, Audiology, + 22 more

I cannot rate the hospital highly enough following my recent operation. From the moment I arrived I was looked after by a number of staff members, all of who could not do enough to ensure I was comfortable, informed and had everything I needed. In particular nurses Damian, Sonia, Cindy and Salmon were wonderful, also the catering lady who's name i didn't catch, Steve the pharmacist, Mr Murray the anesthetist, and Mr Lewis the surgeon. All the staff were very friendly and relaxed which helped me settle in a situation I could have felt very uncomfortable and nervous in. Even though this procedure was covered by insurance I would not hesitate to self pay in the future if needed to have this level of care again.

Mr Jonathan Hughes

ENT Surgeon

My whole experience from initial consultation with Mr Hughes to today's final check up has been amazing. Mr Hughes explained the whole procedure in a very reassuring manner, patiently answering all my questions. The stay at the Cleveland Clinic was extremely comfortable, and very calming, my nursing staff were very kind and so attentive at all times. My operation was a success, and the call at home on my return from Mr Hughes was very much appreciated. Both my follow up consultations have been very successful and I am pleased to be recovering well. I am very glad that Mr Hughes is my consultant and his calm reassuring manner has made the whole experience better than I had thought it would be.

Newmedica Newcastle

Ophthalmology

Lucy Clarke was recommended to me after a failed diagnosis and plastic surgery to my accident related damaged left eye lid. Lucy diagnosed the damage was to a muscle in the eyelid and her and her team carried out the surgery to correct this. Lucy and her team were so understanding and caring throughout the whole procedure and I was returning home within 2 hours of my appointment. I cannot thank Lucy enough for everything she did for me and once my healing is complete I will have the confidence and self esteem to enjoy my life again. Thank you to everyone at NEWMEDICA XX

IVF Matters Fertility Clinic

Fertility Medicine

We cannot thank IVF Matters and Dr Irfana Koita enough for the care, support, and professionalism we’ve experienced throughout our journey. From the very beginning, Dr Koita made us feel listened to, understood, and genuinely cared for. She explained everything clearly, answered every question with patience, and always reassured us when things felt overwhelming. The whole team at IVF Matters were welcoming, compassionate, and incredibly supportive at every step, which made such a difficult journey feel manageable and hopeful.

King Edward VII's Hospital

Allergy Medicine, Cardiothoracic Surgery, + 25 more

An enriching experience throughout - the kindness and professionalism of the staff gave me great confidence. The provision at the hospital is first class in every respect. Mr Yazbek my consultant is a highly experienced and skilled specialist but more importantly a warm and reassuring practitioner who has made me feel I could not be in better hands. The nurse for my day care stay was also extremely kind, responsive and nothing was too much trouble. I would recommend this facility and staff unreservedly.

Perfect Balance Clinic - St Albans Clinic

Nutrition, Osteopathy, + 2 more

I was greeted by a friendly team of staff at Fitness First who directed me to a waiting area, as I was a little early. I then met my Physiotherapist who went through the initial consultation. She was very professional and thoughtful when doing anything during the examination and treatment. She carefully talked me through her findings so that I could understand her diagnosis and treatment requirements. My treatment was with Selene Cavallaro, not with the suggested people on the next question.

Dr Syed Saboor

Respiratory Doctor

I recently visited Dr Saboor to discuss my biopsy results, and I am extremely grateful for the care and professionalism shown throughout the process. The doctor explained everything clearly and patiently, answering all my questions and reassuring me. Thankfully, the biopsy results were benign, and the way the news was communicated made a stressful situation much easier to handle. I truly appreciate the compassionate and supportive approach. Highly recommended.

Spencer Private Hospital Canterbury

Pain Management, Cardiology, + 6 more

Everything was first class from reception to the nurse checks to the kind person who took me to surgery, the surgeon was nice to talk to, the team in the surgery room were efficient and kind. Back on ward the nurses were so lovely. I had a wobble (previous trauma) which unexpectedly made me emotional. They were so kind, non judgmental and all in particular Anna took time to be human - show human support from one female to another. It was appreciated.

Mr Edward Lee

Ophthalmologist

On both the occasions I have seen Mr Edward Lee this week, his outstanding care, competence and professionalism has been second to none. His kind, approachable manner removed any apprehension. He didn't rush me with questions I wanted to ask and he took trouble to answer everything. His follow up letter is detailed and comprehensive. His P.A.. Selina, has also been most helpful and all communication has been very prompt.

Mr Amit Putti

Orthopaedic Surgeon

I had a shoulder issue which was not resolving itself with Physio so my physiotherapist advised me to get it checked by an orthopedic shoulder specialist. Mr Putti diagnosed the problems, arranged for an xray during my consultation, explained my options with the risks and gave me a cortisone injection, which has resolved my issues, all within a 1 hour appointment. A very efficient, professional service.

Dr Kadukkavil Padmakumar

Gastroenterologist

Dr Padmakumar was extremely knowledge and helpful . He explained his thought process and potential tradons for my deranged blood results. He made sure he understood my situation to establish causes . Following the news my hakthcare would know longer cover , he made sure i had a plan and followed up with another doctor to avoid any further stress for me