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Level of care and waiting time

Posted By homamgt87

"Level of care and waiting time"

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

(as the patient),

Recently, I went inside the hospital at just after 1pm and came out after 3pm, and I only had a 10 min eye test with a staff and a 15 min with my doctor.  I found the whole queuing time was long and without any social distance.  The waiting area was seemingly very crowded and many patients were coughing badly. 

Secondly, I would like to raise up the manner and level of care to the staff who took the eye test with me.  I felt the staff were very rough and accidentally hit my eyes twice with the testing tool.  Next time, I suggested they verbally ask the patient what to do and help instead of pushing the tool towards the patient’s eyes without seemingly telling them what to do!  I didn’t complain them directly because I avoided their seemingly careless actions and it didn’t hit into my eyes directly.  But, I will say, in my opinion their level of care is weak, specially most patients in the hospital have vision problems and we do not see things clearly.  

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Responses

Response from Pauline Rumma, Director, Clinical Services, Sydney and Sydney Eye Hospital nearly 2 years ago
Pauline Rumma
Director, Clinical Services,
Sydney and Sydney Eye Hospital

Submitted on 2/08/2022 at 12:45 PM
Published on Care Opinion at 1:37 PM

Dear homamgt87,

It is always helpful to understand how our patients experience their care so thank you for sharing your story.

It is always our aim for patients to be seen as close to their appointment time as possible and I am sorry this was longer than was ideal.

We always aim to provide a safe environment for our staff and visitors adhering to the latest district infection prevention and control guidelines and recommendations:

Our front door screening team ensure all staff and visitors are checked in prior to entering our facilities with mask wearing is mandated for all staff and visitors entering our facilities.

I do apologize as communication is an important part of an eye examination. I want you to know that I shared your story with our Outpatient Department Manager so she can raise the importance of explaining what they will be doing throughout the physical examination of the patient’s eye.

If this is something you would like to discuss further, you are most welcome to contact us at seslhd-ssehexecutiveservices@health.nsw.gov.au with your contact details. We are happy to discuss your concerns and work together for improvement.

Kind regards,

Dr Pauline Rumma

Director of Clinical Services

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