"Incorrect appointment timing"

About: Sydney / Sydney Eye Hospital / 2 West & Hand Clinic

(as the patient),

I booked an appointment at the Sydney Hospital Hand Clinic on Macquarie Street. Earliest available was just before midday. I asked for an earlier time, but due to this being a follow-up, these types of appointments only start at 11 am. I got to the appointment 10mins early and was told that there are 12 people in front of me, all for follow-ups.

They advised a wait time of at least an hour as each consult takes about 10mins. In theory, there should only be 1 patient in front of me if the consult time is approx 10mins. I am very happy to come earlier, or later or whenever (I really don't care), but to be told to wait at least an hour is absurd in my opinion. This is not an Emergency Department, it is a hand clinic where the only possible way to come is with an appointment. I understand that Gov. healthcare struggles in certain respects and I can empathise and appreciate that but, in my opinion, this is more of a logistics/organisational error and needs to be rectified.

I don't feel that anyone should wait longer than 10-15mins from their appointment time to be seen. Please fix this, as I believe it's affecting people's lives and how they organise their time around their day. If you can't fix this (would be a shame), stop taking appointments and just advise it is run like an emergency department (first come, first serve). 


Response from Alan Porritt, Director of Nursing and Support Services, Nursing, Sydney Hospital & Sydney Eye Hospital 2 weeks ago
We are preparing to make a change
Alan Porritt
Director of Nursing and Support Services, Nursing,
Sydney Hospital & Sydney Eye Hospital
Submitted on 24/07/2020 at 09:04
Published on Care Opinion at 09:51

picture of Alan Porritt

Dear Hand clinic patient,

Thank you for sharing your experience with us regarding wait times on the day of follow up appointments for the Hand Clinic. I truly appreciate and value how precious time is for all our patients including people such as yourself who are very juggling commitments and apologise for the wait time you experienced.

The Hand Clinic is reviewing their clinic booking processes and will be introducing a Q-flow system to streamline the process, while improving our communication with our patients regarding delays and waiting times, as well as giving our patients more choices and control over how they schedule and receive information about outpatient appointments. We hope to be rolling out new developments in this regard later this year.

Again thank you and all the best.

Kind regards,


Director of Nursing and Support Services

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

Update posted by Hand clinic patient (the patient)

Thanks so much for taking the time to read this and advise on future developments Alan.

Sounds amazing!

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