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Frequently Asked Questions

What is happening with Elective Surgery? 
Please be assured that if we postponed your surgery you will be prioritised for a new date. We will contact you by telephone to let you know when your new surgery date is.

Will my appointment be cancelled / postponed? 
In light of the current COVID-19 pandemic, we are currently scaling back our operations to reduce the number of visitors at the hospital and the risk of infection. 

You will be contacted by the Eye and Ear booking unit by phone, text or letter to advise you if your appointment is being postponed. A qualified and experienced doctor will have read your health care records and assessed that this is safe to do so.

I've tried ringing on the phone, but can't get through.
We are experiencing a high level of calls and enquiries at the moment. If you are calling in relation to your appointment, you can also email: outpatients@eyeandear.org.au . Please include the following patient information in your email: 

  • Name
  • Date of Birth 
  • Postcode
  • Contact number
  • UR Number

When will you be in touch with me about a new date for my appointment? 
We will be in contact with you to reschedule your appointment by telephone. We are currently unable to advise on a timeline relating to this, but in the meantime, if you feel your condition is worsening, please email outpatients@eyeandear.org.au or call 9929 8500.

Can someone accompany me to my appointment? 
We are limiting the number of visitors we have at the hospital. If possible, we ask that patients come alone to the hospital. If a carer/support person is absolutely required, this is restricted to one person – this applies for children also. If you are bringing a carer / support person, please ensure that they: 

  • Do not have any of the following symptoms: fever, cough, sore throat or shortness of breath;
  • Have not been overseas in the past 14 days; or in contact with a confirmed or suspected case of COVID-19.

If accompanying a friend or family member for day surgery, you will not be permitted to wait in the hospital for surgery to finish. You will be required to leave the hospital and only return when you receive a phone call from our staff to advise that the patient is ready for discharge.

Can someone visit me if I am staying the night at the hospital? 
Partners and carers are welcome to visit if you are in our inpatient ward. The Nurse in Charge will be monitoring physical distancing. If you have more than one visitor and we are experiencing a high volume of visitors to the Ward, we may request that your visitors leave and come back at a quieter time. 

Partners or carers should not visit patients if they have any of the following symptoms: fever, cough, sore throat or shortness of breath and/or have been overseas in the past 14 days; or in contact with a confirmed or suspected case of COVID-19. 

What measures are in place to reduce the risk of infection at the hospital? 
A number of measures have been put in place at the hospital, to ensure patient and staff safety. These include: 

  • An assessment upon arrival for all visitors and staff entering the hospital: this includes questions from our clinical staff, as well as having your temperature taken; putting on a face mask and being asked to sanitise your hands
  • Social distancing measures have been put in place to separate patients in waiting rooms; and visitor numbers have been reduced to allow for this. Additional hand sanitising stations have been set up throughout the hospital
  • Additional cleaning is taking place in frequently used areas

I need my prescription refilled, but I don’t want to travel to the hospital. What can I do? 
If you have questions or concerns about coming to the hospital to get your prescription refilled, contact our Outpatients Booking Unit on outpatients@eyeandear.org.au or call them on 9929 8500 to speak to an operator. 

I need to get my eye injections? Can they wait?
For specific queries relating to your treatment, contact our Outpatients Booking Unit on outpatients@eyeandear.org.au or call them on 9929 8500 to speak to an operator. 

I am concerned about travelling to the hospital, as I use public transport. What are my options? 
If you do not want to travel to the hospital, given the current situation, we can work with you to cancel your appointment. Please email outpatients@eyeandear.org.au  and include your appointment details in the email. Alternatively, you can call 9929 8500.
Currently the hospital has reduced capacity to assist patients to be transported to appointments as the Red Cross driver network has been significantly reduced. Patients can be transferred to the Transport officer to discuss their eligibility for non-emergency ambulance.