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"Experience as an outpatient"

About: Kogarah Eye Clinic

(as the patient),

In my experience, Sydney Eye Clinic is very inefficient and the automated check in stations were problematic with many patients including myself needing help. Only one staff member was seemingly able or willing to do this.

I believe the waiting areas are confusing and could be better indicated.

Finally, my appointment kept changing and sometimes I was informed by mail and sometimes by text. This was especially confusing when the last appointment was brought forward. Waiting time for phoning to check appointment was just under an hour and the phone message was not conducive to inform or calm.

Once I was seen it was a different matter and Nurse Clair was particularly professional and kind.

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Responses

Response from Sydney and Sydney Eye Hospital last week
Submitted on 4/11/2024 at 10:49 AM
Published on Care Opinion on 5/11/2024 at 9:34 AM


Dear carinajz64,

Thank you for taking the time to share your recent experience at the Sydney Eye Clinic.

It is disappointing to hear that you found the automated check in stations problematic and that you found the booking process confusing.

We will raise this feedback with the department manager to ensure a review of the booking process takes place and to work towards improving our service. We would be happy to follow up with the Department manager as to when your next clinic visit is scheduled if you would like, or if this does not resolve your concern, do let us know through the following email address; SESLHD-SSEHExecutiveServices@health.nsw.gov.au.

We are pleased to hear that you had a positive experience with Nurse Clair, and we will ensure to pass on your compliments.

Thank you again for taking the time to provide your feedback via Care Opinion. Your feedback is valuable in helping us to improve our booking process and service for our patients.

Regards,

Dr Pauline Rumma

Director of Clinical Services

Natalie Maier

Director of Nursing & Support Services

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