Care Opinion

Text size

Theme

Language

Help with language translation
Help with reading or listening

Hand clinic staff member

Posted By Another

"Hand clinic staff member"

About: Sydney / Sydney Eye Hospital / 2 West & Hand Clinic

(as the patient),

A staff member at the desk refused to check me in twice. I was running late & did not want to be late for the appointment on this day.

The kind gentleman who was serving another customer advised me to check in. On checking in I received a ticket which I showed the staff member who seemingly ignored me, then I asked can you check me in. They said no sit down & I will call you.

I then received a text message & presented that to the staff member, they refused to help me. Advised me to sit down & they will call me.  I did not want to miss being called. I  then said do I need to ask the gentleman, only then did the staff member help me.

I feel this staff member's English is poor & their manners are poorer. I felt rejected, hurt, ignored & wondering how poor the service was. Why is this staff member treating me like this . A kind nurse saw I was disappointed & upset & advised me to put in a complaint

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Sydney/Sydney Eye Hospital last month
Sydney/Sydney Eye Hospital

Submitted on 21/11/2025 at 3:19 PM
Published on Care Opinion Australia at 5:05 PM

Dear Another,

Thank you for taking the time to share your experience with us. I am very sorry to hear about the difficulties you encountered when trying to check in. No patient should ever feel ignored, dismissed, or uncertain about whether they will be seen.

The interaction you described does not reflect the standard of care, courtesy, or professionalism that we expect from our staff. We understand how frustrating and upsetting this must have been for you, and we appreciate you bringing it to our attention.

Please be assured that we are looking into this matter and have addressed this with the Administration Manager.

Your feedback is important to us, and we are committed to improving your experience. If you are willing, we would appreciate the opportunity to discuss this incident further, please contact us on SESLHD-SSEHExecutiveServices@health.nsw.gov.au.

Thank you again for sharing your concerns, and we sincerely apologise for the distress this situation caused.

Regards,

Natalie Maier
Director of Nursing and Support Services

Dr Pauline Rumma
Director of Clinical Services

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k