"Disappointing service in Day Surgery"

I had an eye procedure at the Busselton Day Surgery and the care I received was disappointing to say the least. I am not one to ever complain, or write about a terrible experience, but I felt the need to on this one, so actions can be taken to prevent this being any other patient's experience. 

To begin, I felt the receptionist was audibly rude to people over the phone and making comments after finishing phone calls to patients in the waiting area about the phone calls which was highly unprofessional. My parent also returned to the reception desk 2 3/4 hours after my admission asking on the progress due to not wanting to return home from being in town if I was nearly ready for discharge. When my parent stated my name to the reception clerk and asking how far a long I was the receptionist's response was "Well do you expect me to know every patient in the building?" in not a pleasant manner and as I understand it, proceeded to be rude and unhelpful. 

My care during my admission to Day surgery was great, the staff completing the pre-admission were lovely and made me feel so comfortable.

I was aware and understanding that they were running behind time and had no issues with this at all, although what occurred throughout the evening was extremely disappointing.  

I was placed into the recovery room for hours prior to my procedure, watching patients come out of theatre still with airway devices in place. I believe this would be quiet confronting for any member of the public, although I myself am a healthcare professional and was not confronted by this, I did have concerns if any other patient were in my position. 

The Nurse in recovery that was looking after me was also kind and comforting, although time management of when my procedure was happening was unknown, and so numbing eye drops were put in too early prior to my nerve block, so I requested more prior to the needle to my eye.

The Anaesthetist did not wear any PPE or maintain aseptic technique whilst inserting my cannula or the nerve block and they administered sedation, whilst I was not being monitored, so the nurse ran over to monitor my vitals. After my nerve block to the eye which I did feel I then proceeded to wait another hour or more until my procedure. I was rushed into the theatre at around 16:50 in which the anaesthetist wheeled me in and stated, "Can you tell I want to go home". From the moment I went into the theatre I could sense all staff were ready to go home and in a serious rush to get my procedure done. I was concerned that my nerve block had worn off although did not want to ask the surgeon or anaesthetist to check, as I thought they would be aware of the time the nerve block went in and when it was best in effect.

The nerve block did in fact wear off, and the surgeon took the scalpel to my eye in which I felt in full effect. I had an immediate audible reaction and swore under my breath due to the pain and started tearing up and the surgeon said "sorry, the nerve block must have worn off because of how much we are running late" and quickly administered a further nerve block and got on with the procedure. Not once throughout the rest of the procedure did a nurse or anaesthetist or surgeon ask if I was okay and ensured I could no longer feel anything. There were no further apologies or checking in to see how I was coping as I was tearing up under the drape due to the shock, pain, and how awful I felt by the very evident fact that the team were rushing to finish the procedure and get home.

I was wheeled straight to post-operative day stay and called my parent to pick me up and they hadn't been notified and left as soon as possible due to my experience. I hope in future that patients are not put on to a day surgery list if there is no time, it is too full, or they are cancelled a head of time due to any circumstances that may lead to rushed, or poor care. I have heard so many good reviews about Busselton Day Surgery and the care provided there, so I'm truly devastated to have to say this was my experience.