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Dr Sebastian Yuen
2012-09-14
Person
3
5
0
Written by a member of staff
Written by a member of staff 14th September 2012
Dr Yuen appears to be very caring about the care his patients receive he is always polite and he has a pleasant disposition, However his clinics constantly run over and as a nurse in the clinic I find this quite stressful I have comments from patients eg WHAT AGAIN, WHATS NEW, NOTHING CHANGED THERE THEN. I have even been accused of being in league with the car parking fees. When Dr Yuen's clinic run over it not only causes problems for the nursing staff late lunches etc but the consulting room is not ready for the next consultant which has a knock-on affect, but when his clinics run over it also affects the patients cost of parking, collecting other children from school, appointments elsewhere, time off work perhaps more consideration in his time management would give his patients a much better patient experience when they attend the OPD.
3rd October 2012
Response from Dr Sebastian Yuen
Thank you very much for your feedback. It must have taken courage to be openly critical and I am grateful to you. I apologise sincerely for allowing clinics to run late. Until now, I have always felt that I am there to serve the patient and my own time is less important. I now understand better the impact on you and the other patients who are not in the room. My aim now is to delight not only the patients, but ALSO the staff - without whom the clinic would not function. As you may know, I met with the clinic and ward nurses yesterday to learn from the IWGC feedback. (I was unaware of this comment at that time.) We agreed to move from collecting data on how we perform to improving how we perform. Our focus will be on better choice and quality of food, reduced waits in clinic, faster discharge from ward and more visible hand-washing. I am passionate about IWantGreatCare because it is a safe space for sharing uncomfortable truths. This gives us the opportunity to improve the experience of both patients and staff