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"Appointment at ophthalmology department"

About: Royal Perth Hospital / Eye Diseases and Surgery (Ophthalmology)

(as the patient),

I attended my annual check for glaucoma - appointment after midday. Department was extremely busy in my opinion. I had a field test then moved along to the angiographic test area. My test was taken by a new nurse who was being closely monitored and assisted by the head person. All appeared to go well and I moved along to my final area for a last test and results. 

Later in the afternoon when everyone had left bar 2 doctors I believe - one of the lady doctors asked if I was waiting for someone. I told them I was waiting to see a doctor. They checked a sheet and confirmed my name was on it however I believe no one appeared to have my file. After advising them which room I was in last, upon checking they found my file! Luckily the lady doctor put off an appointment and stayed back to see me or I believe I would have needed to return the following day again!

I understand the new nurse is new but I feel if no one tells them what happened they may make the same mistake of not transferring my file to the next department. I am also surprised neither the doctor in charge or the nurse noticed my file still sitting there when they left for the day. I believe the dept closes at 4pm!

I would also like it noted that the lady doctor went above and beyond for me and I very much appreciated it. I hope the hospital note and appreciate her commitment also.


Response from Lesley Bennett, Executive Director, Royal Perth Bentley Group 16 months ago
We have made a change
Lesley Bennett
Executive Director,
Royal Perth Bentley Group
Submitted on 30/01/2020 at 17:58
Published on Care Opinion on 31/01/2020 at 09:51

picture of Lesley Bennett

Dear serpenszk83,

Thank you for taking the time to let us know of your experience with the Ophthalmology clinic.

Please accept my sincere apology for the longer than expected wait time and I thank you for your proactive approach to alerting us to this problem.

Your feedback has been passed on to the clinic leaders, to thank the doctor who was working that afternoon, and to ensure all staff understand the importance of the role they play in ensuring patients move through the clinic as smoothly as possible.

I also wanted you to know that we have recently changed the way we do our testing in the glaucoma clinic to improve our patients’ experience and reduce wait times, so I am optimistic you will see an improvement should you need to attend again.

Best wishes,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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

Update posted by serpenszk83 (the patient)

That is wonderful. I also think this way of reporting and the proactive way you are dealing with your patients is fantastic.

Thank you

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