"Eye (ophthalmology) clinic"

Recently, I had a timed appointment at an Outpatient Clinic. When I arrived outside the clinic's doors (which were closed) there were at least 15 or more people waiting to enter. The doors opened over 10 minutes late, and I soon discovered that just about every patient had an appointment time similar to mine. Everyone was lined up to see reception. I could not wait in that line until there were only a few people as I have a nerve impingement issue that worsens the longer I stand. I also have a chronic fatigue condition.

Most of the patients were then herded into another area where there was no social distancing due to space constraints. This made me very anxious, as several people were coughing. Thankfully, I always carry a spare mask. I then had to wait for an eye field test and some clarification about my appointment before being moved into yet another area. There still was very little spacing between patients. I recall a person next to me was clearly nervous, and their constant foot tapping made my seat reverberate (the seats were connected). It was some time before I could move to a vacate seat.

I was told by a nurse that I needed some dilating eye drops, which caused another level of anxiety as I had driven to my appointment. Public transport where I live is currently very limited to major rail upgrades. I then had to try to make arrangements to get myself and my car home. Thankfully, my support worker was available earlier than their usual appointed time.

After this, and a short while later, another staff member called my name several times. However, I they did not come out of the room they were in, and I could not see the room as it was on the other side of a wall. Due to my chronic health conditions, it took me a few moments to get up and then try to locate them.

I then waited some more time to be seen by another staff member for more tests and a discussion of treatment. By this time, my support worker had arrived. Another short time later, I was able to leave my appointment.

All up, I was at this clinic for almost 4 hours. Granted, my appointment letter did warn me there would likely be a 1-3 hour wait. And I was aware by the notices in the clinic there was a triaging system. But I feel 4 hours is completely unacceptable for what amounted to probably a half-hour appointment.

I cannot fault the staff as it was clear some of them were stressed and being asked lots of questions by other patients. And I am generally a very patient person as well. However, I have multiple, debilitating chronic health conditions which were impacted significantly by the time I finished my appointment, and I continued to be affected by that day’s long wait time even the following day. Most of my chronic health conditions are invisible, so it would not be obvious that I was being impacted by this long wait. But I would think that even most relatively well people would find a wait of this length of time intolerable and difficult.

I just can't understand how this clinic can operate like this each week, how much they potentially compromise people's health and risk of contracting COVID-19, and how it seems acceptable to have all the appointments essentially at the same time. That it also seems acceptable to keep patients waiting for such extended periods of time. I don't know why this clinic organises its cases, and I gather there is a reason that perhaps suits their purposes and needs. But I wonder if they have ever questioned the comfort and needs of their patients. I rarely saw any doors closed so privacy wasn't even considered. I heard many conversations that I really feel I should not have been privy to.

Environment

Appointments

Reception

Seeing the whole me

Waiting time

Privacy