"Rude staff"

About: Sydney / Sydney Eye Hospital / Out Patient Department (Eyes & General)

(as a service user),

I recently attended outpatients to query possible treatment options following a GP referral. As I am travelling I needed to check the referral procedure and the appointment possibilities. The staff on the clerical desk was very understanding and then spoke to a nurse about potential solutions. This was all done in a public area and the nurse proceeded to belittle me in front of others claiming if I have been able to continue travelling it is not an emergency. I had never said it was, hence the outpatient referral and that actually they wouldn't do anything as the cyst I have isn't big enough. This was without examination and despite the fact I was holding a letter from another doctor explaining it would require further treatment. She was very rude and dismissive and left me very upset.  

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 24/09/2018 at 12:10
Published on Care Opinion at 12:12


Dear Eye eye captain

I would like to apologise that your experience in the Outpatient Department was disappointing and less than satisfactory. It was pleasing to hear that the clerical staff member was helpful, however your experience with the nursing staff member is unsatisfactory and not how we would encourage our staff to act. I will ensure that your story is shared with the Outpatient Department and management, as your insight and feedback is very valuable and will assist in improving each patient’s experience and care.

Thank you for also taking the time to acknowledge the clerical staff on Patient Opinion.

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

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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