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"Thumb injury"

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

(as the patient),

I injured my thumb quite badly and physio referred me to the Sydney Hand Clinic. When I rang to make an appointment, I was told to send through my referral, and based on this information I would get an appointment. I was told this could take up to a year which made me very concerned. It turned out only to be only a few weeks which was great, but the receptionist was really, really vague and unhelpful.

When I attended my first appointment I had to wait 2 hours to be seen by a doctor. After a 5 minute appointment I then waited again for 20 mins to see a therapist.

I was happy with the care, but the organisation is so, so bad. For example, when I needed to reschedule a review appointment, I rang the number as directed by the text message I received and got the Sydney Hand Hospital voice message. I left 7 messages with no reply. I even resorted to calling related numbers I found on the internet for the Sydney Hand Hospital and still no reply. After 1 month of trying I had to free up time to go to the hospital to make another appointment in person. They were totally unreachable by phone. When I asked questions of the receptionists about my troubles trying to re-book, they shrugged their shoulders and didn't care.

Then again recently I had a morning appointment. An hour and a half after my appointment time,they came out and told me I still have at least half hour to wait.

I know my injury isn't life threatening but I really feel for others that have to endure this inefficient debacle on a more regular basis. The health professionals are great but the management of the corporate support to patients is very, very poor.

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Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital 6 years ago
Jennie Barry
General Manager,
Prince of Wales/Sydney/Sydney Eye Hospital
Submitted on 19/07/2017 at 9:37 AM
Published on Care Opinion at 10:16 AM

Dear injured thumb,

Thank you for taking the time to express your feedback to us on Patient Opinion. I apologise for the concern and inconvenience that this experience has caused you and offer my reassurance to you that the corporate support you received is certainly not acceptable. It is pleasing to hear that compliment regarding your clinical care. Your feedback regarding your experience with accessing the clinic for appointments & wait times has provided us with an opportunity to review our current systems to improve experience we provide all our patients beyond our clinical care.

Again thank you for valuable insight. All the best for continuing treatment for your injured thumb.

Kind regards


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