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Care Opinion

Unseen patient

Posted By lionhr74

"Unseen patient"

About: Royal Perth Hospital / Eye Diseases and Surgery (Ophthalmology)

(as the patient),

Recently I attended the ophthalmology clinic to have my eyes re-checked.

My appointment was at a certain time and we arrived about 15 minutes early.

Not long after this, we were taken into a room where I had to press a button when I saw light flashes whilst looking at a main focal light.

After this, we were told I would be given eye drops and then be called to be seen by the doctor.

The eye drops were put in my eyes and after a very long wait, people and nurses began to leave the area until only one nurse was left.

There were perhaps six people waiting down the other end from us and because of the time we'd been sitting and waiting to be called, aside from being late in putting more money into the parking meter, my anxiety medication had worn off and I found it very hard to sit there not knowing when we would be called.

Because no-one had spoken to us in several hours and hardly anyone was left, we had to leave. We left after about 2.5 hrs from the appointment time. On our way out, I left a note on their white board stating that we had left because we'd been waiting for hours and seen no-one.

On the way out of the building, I spoke with a staff member in the booth who tried to call the clinic several times, to which there was no reply.

They took my name etc and said they'd complain about it, and also gave me a couple of feedback forms to complain about the waiting for nothing and no-one being available to look at my eyes etc.

I understand RPH is a hospital which, in my opinion, is renowned for its waiting times but I didn't expect to have to sit there for so long after having drops put in my eyes without seeing a nurse or doctor unless it was on their way out the door for the day.

Not only was my time wasted that day, but the person who took me in had their time wasted also.

If you seemingly don't intend to see people, don't send them appointments.

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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group 4 months ago
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 7/12/2023 at 2:05 PM
Published on Care Opinion at 2:09 PM

picture of Ben Noteboom

Dear lionhr74

I was very sorry to read your story on Care Opinion, detailing your concerns when attending the Eye Clinic at Royal Perth Hospital (RPH). I am very grateful for you bringing this situation to my attention.

We routinely ask patients who attend the Outpatient Clinics to allow up to four hours for appointments as there may be various tests, x-rays / scans and consultations that need to occur on the day. It appears that in your case, we may not have completed all the planned tests at your appointment, and staff did not check in with you or keep you updated on the plans for your time at the clinic. I appreciate that your time is very important to you, and it appears we did not provide you with the standard of care we strive for on this occasion.

I understand that you are currently liaising with a member of the Patient Experience team at RPH who has already requested an investigation into the issues you raised. Please be assured that your feedback has been shared with the relevant Executives, Head of Department for Ophthalmology and Outpatient Manager so that we can improve our processes to try to avoid this happening again. Our Patient Experience team will stay in touch and update you of the findings of the investigation and any actions we take around this as soon as possible.

Thank you for sharing your story on Care Opinion so that we can learn and improve the care and services we deliver to our patients and the community.

Kind regards

Ben Noteboom

A/Executive Director

Royal Perth Bentley Group

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Update posted by lionhr74 (the patient)

Dear Mr Noteboom,

Thank you for your response to my story.

I understand there are waiting times as last year the same department had me in over three days trying to find a reason for my issue.

This time, however, we were left sitting there while all the nurses, except for one, had actually left, and the same, I assume for the doctors as there were still some patients left at the other end where they sit the glaucoma patients.

Us being left waiting was not to see a glaucoma doctor, we were there to see one that I believe had already left with the rest of the staff for the day.

I believe we were simply ignored and forgotten.

Regards

lionhr74

Response from Dori Lombardi, A/Executive Director, Royal Perth Bentley Group 4 months ago
Dori Lombardi
A/Executive Director,
Royal Perth Bentley Group

Submitted on 29/12/2023 at 3:52 PM
Published on Care Opinion on 2/01/2024 at 10:14 AM

picture of Dori Lombardi

Dear lionhr74,

I appreciate you taking the time to provide some additional information about your recent Ophthalmology outpatient experience. We take all feedback seriously and have now completed the investigation

On review, I have been assured by the Outpatient Manager that the doctor you saw at your Ophthalmology appointment, clearly documented the assessment in your medical record, noting that you had been discharged from the appointment as all the necessary care and treatment had been provided. I am very sorry for the miscommunication that appears to have occurred in advising you of your discharge and for any distress subsequently caused.

There are nursing staff in the Ophthalmology clinic to answer any questions and/or concerns patients may have. The nursing staff were in attendance throughout the time you were there. I understand the Outpatient Manager has contacted you to ensure you have been given the information you require and I would personally like to apologise if we made you feel like you were being ignored.

I truly wish you all the best.

Please do not hesitate to contact our Patient Experience team on (08) 9224 1637 or via email: RPBG.feedback@health.wa.gov.au should you have any further concerns.

Kind Regards,

Dori Lombardi

A/Executive Director.

Royal Perth Bentley Group

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