About: Sydney / Sydney Eye Hospital Sydney / Sydney Eye Hospital Sydney 2000
My parent is elderly and very frail. They attended the Sydney Eye Hospital a couple of days after surgery for the first check up. They were asked to go for a couple of tests with a particular nurse. My child was asked to remain outside and was not allowed to accompany them in. When my parent came out, they were visibly shaking, crying and we couldn't understand what had happened. My parent explained to the nurse that the eye drops burned and that they couldn't see. They just looked at my parent, scoffed and told them they could still see.
My parent explained they were upset with the way they were spoken to and treated and, in front of my child, the nurse told them that if they didn't like it, they should go to a private hospital. I was appalled at the way this person spoke to my parent.
I instantly went to the desk and demanded their name as I wanted to lodge a formal complaint. My parent was in shock from the treatment they received, went icy cold, was shaking uncontrollably and could not even hold the cup of water that the staff brought them. The staff didn't seem surprised that this person was the offender. To me it sounds like it must be common practice for them to treat elderly patients this way.
I will not be allowing my parent to go into any further check-ups with that nurse or by themselves again. I believe compassion or even just plain caring is obviously very foreign to this person. What a disgusting way to treat someone. In my opinion they should not be in a position where they are caring for another person. I am furious beyond words.
Responses to this story
Response from Barbara Daly, ESCM Nurse Manager, Prince of Wales Hospital, Prince of Wales Hospital 4 months ago
I am disappointed to hear of your parent's experience with a nurse during their follow up care. All patients and families are to be treated with respect and compassion and I am sorry this did not occur. Thank you for bringing this to my attention and to thoroughly investigate and counsel the nurse I invite you to contact me on SESLHD-SSEHExecutiveServices@health.nsw.gov.au.
Your feedback is valuable and this will be followed up with the department and I offer my sincere apologies for your parent's experience.
Acting Director of Nursing & Support Services