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"Unpleasant experience"

About: Sydney / Sydney Eye Hospital / Emergency Department

(as a service user),

A few days ago, I visited the emergency department in relation to an injury suffered on my eye at Sydney hospital on Macquarie St, Sydney NSW 2000. The service provided on this day was, in my opinion, hideous to customers' standards. Initially, I felt the triage nurse showed signs of aggression and bad manners towards communicating with people, in general. I felt they literally gave an impression of abusive authority from a nurse's perspective and made us feel very uncomfortable. After waiting for 3 hours we went inside the warden and could not help to notice, as we wait further, many staff chatting around and using their cellular phones, showing what I believe to be no duty of care for patients. Very unprofessional behaviour in my opinion. I never saw anything like that. Staff macking around unprofessionally in a public hospital. The scary fact is, I felt nobody was given rats about the public watching them acting this way. No respect for the community I felt, not caring about others, no civility at all in my opinion.

At this stage, the Dr started assessing my injury when another doctor interrupted them during my consultation passing on details of another individual because they were in a hurry to go home I believe. Not even an excuse, or apology for the interruption. It seemed they had no consideration to whoever was been treated on this day. In my opinion, they have shown signs of purely arrogance and disrespect.

Another Dr joined the consultation where they performed a minor procedure on my eye. On the following day, I woke up with soreness in my eye and watery itching feeling, so I returned to the same ER that day. On entry, we were welcomed by patient experience officer Rhiannon who pleasantly gave us five-star customer service, a lovely and professional staff. By the time we went to the triage nurse we found an unpleasant nurse. Seriously, I don't know how they are qualified to do their job. In my opinion, they were a ghastly, very passive-aggressive individual, loud callous and I felt uninterested to help anybody.

I wish to bring to you this aiming for you to encourage those triage nurse to be more prepared in dealing with the public.

I feel it is very disappointing.

Responses

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 17:04
Published on Care Opinion at 17:05


picture of Alan Porritt

Dear True Blue,

Thank you for taking the time to share your experience at the Sydney/Sydney Eye Hospital Emergency Department. Firstly I would like to offer my sincere apology for your poor experience with some of the nursing and medical staff. It is our expectation that all staff treat our patients with respect, compassion and dignity. I reassure you that we have taken your concerns very seriously and to understand more about what occurred with your experience in the Emergency Department I encourage you to reach out to make contact me via SESLHD-SSEHExecutiveServices@health.nsw.gov.au with a best contact number and time to call. Your feedback has been shared with the nursing and medical managers for the Emergency Department. Thank you also for acknowledging the wonderful customer service by Rhiannon (our Patient Experience Officer). She will be delighted she made a difference to your day.

I hope your eye problem is on the improve.

Kind regards

Alan Porritt

Director of Nursing and Support Services

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