"Wait times"

About: Sydney / Sydney Eye Hospital

(as the patient),

Attending the Bicentennial Eye Clinic on the Wednesday is becoming a full day event. Recently my check in time is 10:40 and I got called at 12: 15. I then waited for the doctor. I understand that we need to wait and I am lucky enough that I can take the day off work with paid sick leave to attend the clinic. Likewise I appreciate how hard the doctors and nurses are working. I do however feel very sorry for those patients not as fortunate as me, especially the elderly ones, of which there are many at the clinic. They have to wait outside in the cold. Sometimes they don't hear when their names are called. Patients get understandably frustrated and also worry that they won't get seen given that the afternoon patients are then turning up for their appointments. The staff tell us there's renovations happening but that will take time. It's really not acceptable in a country like Australia.

Responses

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

Dear Not acceptable

Thank you for taking the time to express your concerns on Patient Opinion. The staff are correct in stating we are in the planning phase of remodeling the eye clinics, waiting space and patient booking system in an attempt to further address the issues you highlight and your feedback will be included in this process. It is pleasing to hear that you appreciate how hard the doctors and nurses are working. 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 your 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 Not acceptable

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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