"Over crowded and long wait times outside in the cold."

About: Sydney / Sydney Eye Hospital

(as the patient),

I had an appointment at the Sydney Eye Hospital - Bicentennial Clinic at 9:30am. I arrived at 9:20am to check in (check in only opens 15mins from appointment time) and obtained a ticket, the clinic was overcrowded inside so I had to wait outside with many others who had arrived before me.

After waiting 40mins outside in the cold it was finally my time to check in and once checked in I had to wait outside again for another hour before a nurse was available to see me.

Overall, the staff, nurses and doctors were polite and friendly once I was able to see them (rather than waiting).

This is my 5th visit to the hospital and every visit has led to similar experiences. Perhaps more nurses and doctors should be available or appointments spread out to reduce these long wait times and overcrowdedness.

Responses

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

Dear LSEH2016,

Thank you for taking time to share your concerns and experiences at the Bicentennial Clinic on Patient Opinion. We are currently in the planning phase of remodelling the eye clinics, waiting space and patient booking system in attempt to further address the issues you highlight and your feedback will be included in this process. It is pleasing to hear that you feel the staff, doctors & nurses were courteous throughout your appointment. The Bicentennial Eye clinic is a large clinic and provides specialist care for many patients each day, however, due to clinical needs, at times the clinic can appear to be overcrowded.

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 LSEH2016

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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