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"Unclear administrative process"

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

(as the patient),

I have found that the administration department is quite confusing.

I have to follow up and chase with the documents/prescription forms and appointment times by myself through emails and calls. 

Such as, I understand my next appointment time will only be notified by letters, but it will be much easier if I can be notified by email or at the reception desk on my last appointment.

Also, it is very nice that doctor helped me to arrange my prescription form directly to my closest pharmacy. On the evening of my appointment, my Dr advised I had to take my medicine in the morning or before lunch time, and I was told to get my medicine the following morning. My Dr told me to call the pharmacist in the morning before I go to get the medicine.

I am very appreciative of my doctor’s arrangement, however, I realised my pharmacist had still not received the prescription form from the nurse/admin department when I tried to follow up that afternoon. When I tried to follow up with the admin team, I was told to be patient by the nurse, because the form was just faxed.  

So, I was left wondering whether I should take my medicine (if I really can get it?!) or should I start my medication from the day after I get my medicine from my pharmacist?

In the end, I called my pharmacist at 2ish again and finally my pharmacist saw the copy was faxed and by the time my partner went to get my medicine it was late afternoon.

Other than above confusion, I am really appreciative of the help from my two doctors and another doctor who helped me with my eyes check up and the CT scan. In my opinion, they are very nice and helpful. Sister ‘Marie’ (the senior nurse but I forgot her full name) was very kind to walk with me to another clinic when she noticed my eyes have double visions. Really thanks for their care.

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Response from Pauline Rumma, Director, Clinical Services, Sydney and Sydney Eye Hospital 11 months ago
Pauline Rumma
Director, Clinical Services,
Sydney and Sydney Eye Hospital
Submitted on 31/08/2021 at 11:39 AM
Published on Care Opinion at 12:04 PM

Dear homamgt87,

I am sorry to hear of the confusion over your medication script.

The Director of Nursing and I really appreciate your acknowledgement of the doctors and Sister Marie’s role in your care. It is gratifying to hear how helpful, kind and wonderful the staff were there to support you. It's great to be able to provide feedback like this to our carers.

I note your suggestion for booking of next appointments and will ensure the manager receives this for consideration.

All the best and stay COVID safe.

Kind regards,


Director of Clinical Services

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