Sydney Eye Hospital

(as the patient),

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About: Sydney / Sydney Eye Hospital / 1 East (Ophthalmology)

It's been like this for 10+ years. When you call, you're on a phone queue. The problem is that seemingly depressed person that talks on the other side. As you listen to the wait music, every 10s that woman speaks again, so you think you're talking to a real person. But no, it's just what seems like a depressed person saying there's no parking there for the 5th time.

Unlike other waits, there is no way to do any other work while on hold, because every 10s the music/ad breaks and you have to pay attention again to see if it's a real person. You can't do anything else at all because you have to pay full attention to this person who I think sounds dim and sad. It's seriously sad, she sounds like she's being forced to record against her will.

If you try to put your mind out, then after 40-60min when a real person picks up, you have 2s before they'll hang up on you.

That's assuming you get picked up. Usually, after 60min they just cut the line. No reason no nothing.

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Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital

Dear Whitebus

Thank you for feeding back to us on your experience with the telephone system at Sydney/Sydney Eye Hospital. I sincerely apologise you were on the line so long and you feel the recorded voice sounds dim and sad. Your feedback is valuable and we have sent this to the Communications Manager to review the current recording and the reason for such a long wait before being in contact with a staff member.

Kind regards

Jennie

  • Whitebus thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Update posted by Whitebus (the patient)

Thanks Jennie,

Waits are a fact of life. But even if you play music with NO interruptions, I could have the phone on speaker next to me and continue with work and my life. I don't need the sad person telling me there's no parking every 10s. I need to work.

I need to work and concentrate, and when there's a BREAK in the music I can take my attention to the line and talk to a human.