"Staff at Outpatients"

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

(as the patient),

Over the years I've found a total lack of interest in all but one of the staff that manage the outpatients' phones. On politely asking a question such as an approximate date for a test or cataract surgery I'm given a generic answer about it taking several months - on the last occasion it was 12 to 18 months. Re the latter, a few weeks later I emailed the Sydney area 'command' and, in a few days, was called by a very pleasant supervisor who assured me I would be seen there in three months! Not years as I was informed by the outpatients' desk.

It's mid-June and as I've heard nothing, I've tried calling outpatients several times but after long waits was forced to hang up. Surely more staff are essential there? 

I need hardly say I'm far from happy. 

Responses

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

Dear Sirius,

Thank you for taking the time to share your experience with the Outpatients communication around your next clinic visit. It is disappointing to hear that there is not clear direction or communication within the department for our patients. I will raise this with the clerical manager and the clerical staff, to work towards improving our service. I would be happy to follow up with Nurse Unit Manager as to when your next clinic visit is scheduled, or if this does not resolve your concern, do let us know through the following email address; SESLHD-SSEHExecutiveServices@health.nsw.gov.au

Kind regards,

Jenny

Acting Director of Nursing & Support Services

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

Update posted by Sirius (the patient)

Thanks so much for this reply and your concern but, I waited online and was finally rewarded by discussing my case with an extremely pleasant person. I remarked on their pleasant demeanour! More staff needed answering calls. I was once 15th on the wait list.

I should say, somehow the computer system there needs attention because, invariably, my name seems to only show up on screen in a different window to the norm. You may wish to review this yourself. Many years ago, the staff there were extremely nonchalant and it took much persistence on my part to finally come across a person who took a while to find me on the system after sorting through a few windows on their PC. They then commented others. Just don't bother getting to know the system.

Again, many thanks.

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