"Appointment at Eye Clinic, Royal Perth Hospital"

About: Royal Perth Hospital / Eye Diseases and Surgery (Ophthalmology)

(as the patient),

I got to my appointment early afternoon, registered at the desk and told to sit in waiting area. Waited for 1 hour and nothing. Noticed patients after my arrival were called in, so I went to the desk and inquired as to why. Gave my name and she couldn't even find my file. After half an hour, when I inquired again, I was told some other patient stood up when my name was called and they got my patient file. The nurse calling the names had strong accent, seemed to me they couldn't pronounce the names properly and even then, not very clearly at all. They eventually located my file, I had my vision test and told to wait for the doctor. Three hours passed and still nothing. I again went to desk and they said I was next to see the doctor. Another hour passed and all patients that came way after my appointment time, had come and gone. So I just left, obviously could not hang around any longer as it was obvious to me that my patient file was in limbo. I had wasted a whole afternoon with no results.

As a result, I did not see the eye specialist and I still have my eye problem.

Responses

Response from Aresh Anwar, Executive Director, Royal Perth Bentley Group We have made a change

picture of Aresh Anwar

Dear wasted afternoon,

Thank you for sharing your story honestly with us here on Patient Opinion to take the time in providing feedback on your experience at the Royal Perth Hospital eye clinic. I would like to start by apologising for falling short of your expectations.

We always strive to see patients within a timely manner and I am sorry and disappointed to hear that this was not the case at your appointment.

I have fed your experience back to the eye clinic staff and there are a number of proactive steps that we are currently taking to try and improve the experience for our patients:

We are looking at the age and speed of the equipment used to help ensure there are no barriers to patients moving through in a timely way. We are exploring our staffing numbers. The issue of patient identification is a really important safety issue and we are improving our checking processes by ensuring we also check other unique identifiers such as age and address.

Once again, I apologise for your experience, thank you for your feedback and I assure you that we are acting on the concerns you have raised.

Kind regards

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

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