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"Waiting when I had an appointment"

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

(as the patient),

I was in the emergency department in hospital for 2 days because I had a lot of pain in my hand and there was all this pus coming out of it. I made an appointment at the Sydney Hand Clinic for a certain time in the morning. I checked myself out of the hospital to attend the appointment.

They said they were backed up and it could be a couple of hours before I was seen. I went to the receptionist about 40 after my appointment and said I wanted them to give me patch up my hand or dress my finger for the pain to go away or give me something for the pain so I can wait for longer until my appointment. Then I’d be happy to wait for hours.

The doctor came and said they can’t do that until my appointment and they couldn’t give me a rough idea of how long it would be. They said if I wasn’t happy with that I could go to the ED. But I just discharged myself from there to come to this appointment. I asked to make a complaint to the manager and they told me to call Care Opinion.


Response from Jonathan Magill, Director of Nursing and Support Services, Nursing, Sydney Hospital/Sydney Eye Hospital last month
Jonathan Magill
Director of Nursing and Support Services, Nursing,
Sydney Hospital/Sydney Eye Hospital

Manages and leads the Nursing and Support Services

Submitted on 16/09/2021 at 10:20
Published on Care Opinion at 10:24

Dear frostry75,

I sincerely apologise that what should have been a smooth visit with us, disappointingly, resulted in a prolonged and frustrating experience for you.

We endeavour to provide person-centred care that is compassionate, kind and individualised to our patients’ needs. However, from what you have described in your story, on this occasion we have let you down and I am so sorry for the distress that this has caused.

I am concerned to hear that you were left waiting for pain medication and I am very sorry for the discomfort you must have experienced. With this in mind, I would be very grateful if you could contact our Patient Safety and Clinical Improvement Manager on or phone (02) 9382 7323 so that I can learn more about the details of what happened on this occasion.

I hope your hand is improving.

Kind regards


Director of Nursing and Support Services

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