"Poor experience at clinic appointment"

About: Sydney / Sydney Eye Hospital / Out Patient Department (Eyes & General)

(as a carer),

I attended a six monthly appointment with my elderly parent recently at the Sydney Eye Hospital.

After much waiting around and queuing for a pre-booked appointment we were seen by a registrar. Their manner with my parent was awful and left me wondering why they would work with people when they clearly don't like interacting with them. They didn't read the file and recommended surgery that my parent had had previously (and was not successful).

All in all the visit was not a great experience from poor quality equipment (eye patches that need tissues screwed up inside them because the elastic is so stretched), to the queuing to book in a for a pre-booked appointment and the waiting around, to the rudeness of the registrar.

It certainly left me hoping I never have any serious eye problems.

Responses

Response from Pauline Rumma, Director, Clinical Services, Sydney and Sydney Eye Hospital

Dear terrible appointment,

Firstly, let me apologise that your experience in the Sydney Eye Hospital Eye Clinic was not to your expectations. We understand at certain times of the day the queuing for appointments can be congested and take some time. We are in the process of redesigning the department and looking at systems that can assist in decreasing queue waiting times.

It is disappointing to hear that you felt the registrar was rude to your parent and is not in line with the CORE values of the organisation. We will use your story as a reflective tool with the registrars to allow them to appreciate how their manner can affect patients and their families.

In relation to the poor quality eye patches, on feedback from an experienced eye nurse, the eye patches have a tissue placed inside them to reduce the occurrence of sharp edges breaking the patients skin.

Thank you for taking the time to post your story on patient opinion and please be assured that we value your feedback and use your experience to enhance our service.

If you would like to discuss this further with me please contact me on this email address SESLHD-SSEHExecutiveServices@health.nsw.gov.au

Kind Regards

Pauline

Director of Clinical Services

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