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Check up at the eye clinic

Posted By columbagq48

"Check up at the eye clinic"

About: Kogarah Eye Clinic

(as the patient),

I had an appointment recently for a check-up on the progress of a cataract in my left eye. I have been having regular yearly check-ups for quite a while since having cataracts removed from my right eye a few years ago and in previous years before then.

These check-ups are recommended by your appointed doctors/ surgeons and up til now, I haven't had any issues with your service. In my recent appointment, however, I had a completely different doctor attending the clinic who I thought was quite rude as they questioned my reason for attending the clinic. They said that my optometrist is quite capable of checking them and I should not be at the clinic as now the clinic workload is so high that only patients with higher needs (for example, ones who have more serious issues than mine) are to be seen there.

Because I related that I had no significant changes to my eyesight I think this doctor really seemed to be reluctant to examine mine at all. As a public service, I found their attitude to be quite arrogant and condescending and I would hope that in the future they will learn to be a little more empathetic to their patients.  

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Responses

Response from Pauline Rumma, Director, Clinical Services, Sydney and Sydney Eye Hospital 4 years ago
Pauline Rumma
Director, Clinical Services,
Sydney and Sydney Eye Hospital

Submitted on 16/01/2020 at 8:52 AM
Published on Care Opinion at 10:01 AM

Dear columbagq48,

Firstly I would like to apologise for the way this situation has been handled and made you feel. Thank you for bringing this issue to my attention.

We do aim to provide compassionate care and a good experience for all our patients, carers and consumers. I am really sorry to read about your experience.

You can be reassured of my own follow-up on this matter and my commitment to exceeding patient expectations. Thank you again for sharing your story. Your feedback helps us focus on where we need to improve.

I welcome you to contact me if you would like to discuss this further. I can be contacted through this email SESLHD-SSEHExecutiveServices@health.nsw.gov.au.

Kind regards,

Dr Pauline Rumma

Director of Clinical Services

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

Update posted by columbagq48 (the patient)

Dr Pauline Rumma,

Thank you for your quick response to my comments in regards to my visit at the Kogarah clinic. I must stress that it does not relate to the clinic nurse or clerical staff who are always very helpful and courteous. My only issue was with the attending Doctor that day. The whole consultation would have lasted about 15 minutes and they did say to come back in another year's time unless there are any significant changes in the meantime. When I see my own optometrist for a regular check-up, I will seek their opinion on the progress of the cataract.

I’m not sure if there is anything else you can do, except maybe educate your Doctors to be a little more empathetic to their patients regardless of the situation. I dare say someone else will be attending next year's clinic for consultations (as this seems to be the way the system works) and it remains to be seen whether I encounter the same treatment.

Once again, thank you for your reply.

Kind regards

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