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"Customer Confidentiality"

About: Sydney / Sydney Eye Hospital / Outpatient Department (Eyes & General)

(as a service user),

I recently attended my outpatient appointment at Sydney Eye Hospital.  The triage nurse announced very loudly, in my opinion, my full name, date of birth and home address.  Once I confirmed these details, I turned around to see my stalker of 20 years sitting in the seat next to reception and they had overheard everything.

I had to leave immediately and now I'm worried about the repercussions.  I no longer feel safe in my home.  I feel as though my confidentiality has been breached, especially since I believe my medicare card and photo ID should have been enough to confirm my identity!

I think it is time Sydney Hospitals retrained their staff so as not to identify vulnerable members to DV perpetrators.  I understand this was a coincidence, but believe it could have been averted if the nurse had looked at my photo ID rather than broadcast all my details to the audience in a small waiting room!

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 18/02/2021 at 13:13
Published on Care Opinion at 13:13


picture of Alan Porritt

Dear anunhappypatient,

I am very sorry for what you must be feeling at this time and I do appreciate you sharing your experience and story with us. I have highlighted your concerns around confidentiality of our patient information with the Nurse Unit Manager of the Emergency Department. She will talk to both the nursing and clerical staff at reception, outlining the need to be discreet and mindful of private patient information in such an open environment.

If we can be of assistance in helping you attend the Emergency Department for your medical need, please contact me through SESLHD-SSEHExecutiveServices@health.nsw.gov.au with your contact number and the best time to call.

All the best.

Kind regards,

Alan

Director of Nursing and Support Services

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

Update posted by anunhappypatient (a service user)

Not a helpful response in my opinion.

I was advised by a nurse that I had been rescheduled for the same day as the person I was trying to avoid running into!

Instead of rescheduling my appointment, they went ahead and rescheduled the other person's appointment.

When I suggested that the other party would twig their appointment was being rescheduled because I would be there on that day, your receptionist/nurse assured me there was no way the other party would know they were being rescheduled because of me! I beg to differ! In my opinion, of course they would put two and two together!

I'm not happy with the hospital's response at all and I feel as though my health and safety have been massively compromised.

Response from Alan Porritt, Director of Nursing and Support Services, Nursing, Sydney Hospital & Sydney Eye Hospital 3 days ago
Alan Porritt
Director of Nursing and Support Services, Nursing,
Sydney Hospital & Sydney Eye Hospital
Submitted on 22/02/2021 at 14:36
Published on Care Opinion at 15:00


picture of Alan Porritt

Dear anunhappypatient,

I would like to assist in resolving your appointment date and to discuss your concerns further, please contact me through SESLHD-SSEHExecutiveServices@health.nsw.gov.au with your contact number and the best time to call.

Kind regards

Alan

Director of Nursing and Support Services

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Alan Porritt, Director of Nursing and Support Services, Nursing, Sydney Hospital & Sydney Eye Hospital 3 days ago
Alan Porritt
Director of Nursing and Support Services, Nursing,
Sydney Hospital & Sydney Eye Hospital
Submitted on 23/02/2021 at 09:10
Published on Care Opinion at 09:48


picture of Alan Porritt

Dear anunhappypatient,

Thank you for giving me more information over the phone. We have agreed on some actions going forward with regards to your appointments. I will also share your story with the staff involved and the manager of the area as discussed.

The good news is SSEH has committed to an online checking system - similar to how one checks in at the airport - that would better meet your needs. This is planned to be installed later in 2021. Once again, I am very sorry this occurred. You now have my number so feel free to call or email with any other concerns.

Kind regards,

Alan

Director of Nursing and Support Services

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