"Customer service"

I called the number found on the website for Sydney Eye Hospital (9382 7111). I wanted some general information about how to make an urgent appointment for my partner. A very abrupt and rude employee answered and repeatedly spoke over me as if my questions were ridiculous even though I barely got the chance to ask them. She made me feel very frustrated and stupid on top of the worry I already have for my partner who is very rapidly losing vision. I simply tried to ask how long the possible wait would be and the process to make an appointment because if it was several months I would have to take my partner to emergency and didn't get to finish my sentence about my partner's rapidly declining in sight the last week. I felt the employee was rude and started speaking over me about how emergency is only for life threatening immediate treatment. I have worked at 3 major public hospitals over the past 6 years and am well aware of exactly what emergency medicine covers. I would also be horrified if any of my colleagues spoke so arrogantly and condescendingly to any of the patients who were simply asking a question. I would highly recommend this staff member attend one of the customer service courses I know are accessible to hospital staff so that no one else is ever made to feel as stupid and belittled as she made me feel. I hope the rest of the staff are more willing to listen to their patients and family as it is hard enough trying to struggle with the emotions involved with their illness without having someone else's bad attitude add further negativity to the experience!