"Feedback/Improvement on clinic visit"

About: Sydney / Sydney Eye Hospital

(as a carer),

Dear Sydney Eye Hospital,

I am the carer of my parent with AMD (age-related macular degeneration), in Sydney Eye Hospital. We had a follow-up appointment recently in one particular doctor's clinic, and another doctor was the doctor who did the follow-up. We were a bit disappointed with this visit. I asked the doctor on my parent's behalf about the comparison current status vs the visit two month's ago as my parent recently felt their eyesight was getting worse. The doctor replied that this test was not done and quickly facilitate the test (which we appreciate). However, when my parent was sitting in front of the testing machine with their eye staring into the lens wide open, the doctor was replying text on their mobile phone instead of taking the test. Back in the room, this doctor did not show any comparison of the test. I expressed my concern about my parent's recent deterioration, and asking if there is more fluid building up. The doctor implied that the patient was thinking too much and should not feel that way! It was clearly that the doctor did not recognize patient's feeling, and the doctor had other priority other than patient-centered care. My parent and I had the impression that the doctor does not want to spend time with us.

This was to strong contrast to the last visit with another doctor, who showed compassion towards my parent, and did further test to confirm the condition of my parent's eye. Also, he was approachable, explained clearly in a professional way. He is the great example that other doctors could follow.

I myself work in healthcare, and take one day off to care for my parent (and it was luxury to be off for one day at the very busy environment), and felt my day off did not fulfil the purpose and did not receive the care expected.  There is definitely room for improvement in terms of that doctor's patient care attitude. 

Responses

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

Dear marszd59

Thank you for taking the time to give us feedback on the clinic visit with your parent. I am sorry you were disappointed with the doctor’s attitude in this instance. Your feedback is valuable to us and I would welcome you to contact me further on this email: SESLHD-SSEHExecutiveServices@health.nsw.gov.au with your contact details.

Kind regards

Pauline

Director of Clinical Services

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