"Complaint Medical Reception and Security"

About: Sydney / Sydney Eye Hospital

(as the patient),

Sydney Eye Hospital is for patients with this ailment. Recently, I asked a receptionist to close the rolling door. This is the door where patients walk into reception.

It was not only cold but windy, plus there was announcements going on through the loud speakers on Macquarie Street because of a community event.

1. The receptionist seemed so distant and inattentive (this is 9-11 approx)

2. I asked them a second time. No response

3. I asked them a third time. No response, no action taken.

In my opinion, this staff member hides in a corner and it appears another staff member seems to be doing all the hard work, as this staff member is the one that faces the patients.

I found the second staff member much more easy to talk to than the first staff member I mentioned who I think should be taken into a room and questioned about their behaviour.

The security guard was asked why all the people involved in the outside  community event were using the toilet (see CCTV footage) on this day. They had lined up and treated the place like a public convenience.

The security guard said, he could not do anything. In my opinion, yes he can. Put a sign that this is only for eye patients who need the toilets and because of their vision may / may not be able to see that the toilets are dirty .

I told the security guard that the community event had their own portaloo and that they should be encourage to used it and disallow the many many non-patients lining up to use the toilets. And more so, in my opinion, a failure of the reception staff which encouraged them to walk in because the doors were wide open, with the cold wind blowing in.

What are the OHS implications of this ?

The Sydney Eye Hospital has a duty of care to make sure that the patients are cared for.

What if a patient fell because they could not see water or liquid on the floor?

What steps have been taken to compliance this unacceptable offer of generosity to let any person who clearly is not an Eye Hospital patient to abuse the facilities?

I felt the security guard is so relaxed in his role that he does not care.

He said this happens all the time and his hands are tied.

Why is he a security guard? He seems to be taking folders here and there.

I am going to take this further with the relevant bodies and get them to investigate who is responsible for for what I believe is such ill action. I think the Facility Manager should be ashamed as there is no compliance or review or monitoring of such situations.

I am appalled at this and as mentioned putting Sydney Eye Hospital responsible for breach of its workplace duties.

Responses

Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital nearly 2 years ago
Jennie Barry
General Manager,
Prince of Wales/Sydney/Sydney Eye Hospital
Submitted on 24/08/2018 at 16:19
Published on Care Opinion at 17:07


Dear EyeMan

Thank you for your observations during your recent visit to the hospital for care of your eye. Your insight and feedback is very valuable, as it allows staff an opportunity to improve our services, patient safety and their comfort. Your story will be shared with the Managers for Security and Administration staff.

If you wish to discuss further, I welcome you to contact me on SESLHD-SSEHExecutiveServices@health.nsw.gov.au with your contact details.

Kind regards

Jennie

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