"Long and frustrating day waiting without communication."

About: Sydney / Sydney Eye Hospital

(as a relative),

My mum had to take the last morning appointment at Sydney Eye Hospital today because she had to travel to get to the appointment. When she arrived the appointments were already running late. But when it came to Mum's appointment time apparently the doctor had to leave to perform emergency surgery. Whilst we understand that these things happen, there was no communication. I called the nurses myself and found them to be quite unhelpful and seemed to lack empathy.

My mum had to wait all day without any communication from the doctors or nurses about what was going on or what to expect. As a result the experience has been very unpleasant. After an extremely long and frustrating day waiting for her appointment, Mum then had to travel home.

Responses

Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital 3 years ago
Jennie Barry
General Manager,
Prince of Wales/Sydney/Sydney Eye Hospital
Submitted on 06/06/2017 at 13:34
Published on Care Opinion at 14:09


Dear Lacking empathy,

Thank you for taking the time to post your mums experience on patient opinion. At Sydney /Sydney Eye Hospital we value feedback to allow us to review our processes and commence discussions with the relevant teams.

It is pleasing to see that you were accommodated with the last appointment time, due to your travel commitments. We understand your frustrations around the delay in seeing the doctor and apologise for the manner in which the communication was delivered to you leaving your mum feeling dissatisfied.

This will be fed back to the Nursing Unit Manager of the department to discuss with the staff.

Regards,

Jennie

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