"Waiting time and space given for patients"

About: Sydney / Sydney Eye Hospital

(as the patient),

Bicentennial Eye Clinic provides amazing doctors and nurses. A new system was implemented for patients to arrive 15 mins before appointment time to reduce waiting time. During my experience I arrived at 10 am for my appointment at 10:15am I collected my number 83 the number system was only at 59. Only one person behind the desk who showed no sense of urgency. Elderly patients were standing in the corridor and outside area full all seating taken. Why are so many appointments scheduled on the one day my appointment was changed from the previous month to be confronted with an overcrowded clinic. I have been attending this clinic for the last couple of years and this is the worst I have seen waiting area and time I have had to wait to just be checked in.

Responses

Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital

Dear Why on my day,

Thank you for taking the time to express your concern around the large Bicentennial Eye Clinic. We value your feedback and the insights you give us to our clinic. We are currently in the planning phase of remodeling the eye clinics, waiting space and patient booking system in attempt to further address the issues you highlight. The Bicentennial Eye clinic is a large clinic and provides specialist care for many patients each day. We endeavour to stagger the appointment times to reduce the feeling of overcrowding for our patients and staff. However, due to clinical needs, at times the clinic can appear to be overcrowded. It is wonderful to hear that you feel the medical and nursing staff are amazing.

I am sorry that in this instance we have not provided the high standard of service that our staff pride themselves in and again thank you for valuable feedback.

Kind regards

Jennie

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Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital We have made a change

Dear Why on my day

Just a quick update to let you know that an interim solution of relocating certain clinics has been implemented, to address the issues you raised around overcrowding and waiting times in the Eye Bicentennial clinic.

Sydney/Sydney Eye Hospital strives to provide quality consumer-centred care by building positive partnerships with our patients, so thank you again for taking the time to get in touch and also, allowing us the opportunity to improve our service.

Kind regards

Jennie

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