"Unprofessional, bad service"

About: Kogarah Eye Clinic

(as a service user),

In my opinion, the administration staff are so horrible, useless, rude.

I had to reschedule my appointment 3 times over several months and 2 of them was because they needed to reschedule it at the last minute, and did not notify me, or, I believe, try to reach me or make sure I knew about the change.

In my opinion, they will just give you a call and if you don't pick up (because you are working, or busy) then they won't contact you in any other way, and when you take time off work to turn up for your appointment, you will find out that you don't have an appointment that day. And the next available appointment is... in one month's time!

Also had the most difficult time to access my own results. The administration staff refused to release it unless they spoke to my doctor, who I believe is very busy - and it seems they would not call my doctor but wait for my doctor to chase them up about it.

In my opinion, the clinic should do more training on professionalism and politeness to patients.

Responses

Response from Alan Porritt, Director of Nursing and Support Services, Nursing, Sydney Hospital & Sydney Eye Hospital last week
Alan Porritt
Director of Nursing and Support Services, Nursing,
Sydney Hospital & Sydney Eye Hospital
Submitted on 16/10/2020 at 16:18
Published on Care Opinion at 16:36


picture of Alan Porritt

Dear chapel street,

I am very sorry to read about your experience in the Kogarah Eye Clinic and in particular, to read that you feel the administration staff have been rude and unhelpful. I will certainly take this up with the Administration Manager.

In the meantime, please accept my sincere apologies for any inconvenience caused to you. Your feedback is indeed a reminder to our staff to be courteous and empathetic to our patient’s needs, and I am just sorry that this is not what you experienced on this occasion. Please be reassured that I will feedback with the staff to bring your experience and concerns to their attention.

Kind regards

Alan

Director of Nursing and Support Services

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