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"Lack of empathy"

About: Sydney / Sydney Eye Hospital

(as a parent/guardian),

Came to Sydney Hospital after my spouse experienced a seizure when boarding a cruise ship yesterday. 

We are not from Sydney so I don’t know my way around this expensive city. I asked if I may sleep in the chair beside my spouse but was told no, nor was I permitted to lie across the seats in the Emergency Department so impossible to get any sleep. 

I was given a list of accommodations that were all too expensive plus did not have the funds to cover accommodation at this time. I was beside myself and very emotional from the current situation and lack of sleep.

I believe your rules need exceptions and your managers need training in empathy. I was taken aback at the judgemental look I feel I got from your bed manager when I mentioned I did not have funds on my credit card.

I would like to suggest your rules and regulations need some flexibility.

However, your nursing staff here are wonderful.

Responses

Response from Jenny Wilson, Acting Director of Nursing & Support Services, Nursing Services, Sydney/Sydney Eye Hospital

Dear Wheelipops

I am sorry to hear about your experience in our Emergency Department whilst your spouse was undergoing treatment. I have referred your feedback to our Emergency Department Nurse Manager and Social Worker.

I am pleased to hear your kind comment about the nursing staff and I will ensure this is passed on to them.

I hope your spouse is now recovering and you were able to re-join your cruise.

Kind regards

Jenny

Acting Director of Nursing & Support Services

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Wheelipops (a parent/guardian)

Thanks Jenny, day 2 here has been completely different with staff going out of their way, finding a single room and permitting me to stay.

I think the ward manager here was taken aback when I jumped up and hugged them and I could almost swear they had a tear in their eyes too.

I can’t begin to tell you the difference this has made to both myself and my spouse.

Please pass this on to your staff and please know I appreciate this so much.

Kind regards