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Eye OPD appointment booking

Posted By waterzw43

"Eye OPD appointment booking"

About: Sydney / Sydney Eye Hospital

(as the patient),

I tried to contact the Eye OPD for reschedule an appointment, I was immediately sent to a voice message, which explained all about the referral process, then how to reschedule via email. 

Feedback based on my experience:

It would be easier to have options to listen to ie , option 1- making a booking or rescheduling, Option 2- referral process etc.

The message is too long and the Health emails  were long and difficult to follow at the time of the message. 

I realise this frees up staff time for clinics, but for vision impaired patients, having to rely totally on email is not really accessible and frustrating.

Previously i have waited on the phone for long periods, to talk to someone re appointments and it is good to see the hospital is trying to improve the system, but i think you have missed the mark. Still frustrating and in my opinion, not really consumer focused for the demographic for eye patients.

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Responses

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

Submitted on 10/02/2026 at 2:42 PM
Published on Care Opinion Australia at 3:02 PM

Dear waterzw43,

Thank you for taking the time to share your experience with contacting the Eye OPD. We appreciate the opportunity to better understand how the current system is working for our patients.

We acknowledge your concerns regarding the length and structure of the automated phone message, your suggestion to include clearer phone menu options (for example, separating appointment bookings and rescheduling from referral information) will be passed on to the relevant teams for consideration.

An email address is provided as an alternative communication option for patients wishing to reschedule appointments. Patients who are unable to utilise email communication may be supported by staff via telephone to assist with rescheduling.

While the intention of the current system is to reduce wait times and free up staff to support clinical care, we acknowledge that this must be balanced with ensuring the service remains accessible and consumer-focused for our patient population. Your experience highlights areas where we can improve, and we appreciate you bringing these to our attention.

Thank you again for your feedback.

Regards,

Natalie Maier
Director of Nursing and Support Services

Dr Pauline Rumma
Director of Clinical Services

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