SGH responds after patient's relative slams its 'inconsistent, delayed and dismissive care'
Singapore General Hospital (SGH) has responded to feedback from the relative of a patient who purportedly had an unsatisfactory experience there.
Stomper Wendy's uncle was taken to SGH's emergency department on June 26 as he was suffering from glaucoma and needed his prescribed eye drops immediately.
However, Wendy alleged he waited over a day without receiving any.
"It was only after I raised my voice and banged the table that anyone took action," Wendy claimed. "This delay put him at direct risk of losing his eyesight."
According to Wendy, she offered to instill his eye drops herself, but was told to wait as the hospital uses a different formulation.
Additionally, Wendy said her uncle has carotid artery disease with 85% artery blockage, which puts him at high risk of strokes.
However, she felt that hospital staff did not take proper care of him despite him being a "high-risk patient".
She told Stomp: "The doctor told me in the emergency department that he was not showing stroke symptoms and could be discharged, and wanted to refer my uncle's high-risk vascular case to the polyclinic for follow-up.
"Is this acceptable behavior from someone who calls himself a specialist? Has he even bothered to review my uncle's complex medical history before recommending discharge?
"If he is truly a neurologist or consultant, I question his judgment and professionalism."
Wendy said another doctor explained her uncle's condition and treatment plan more clearly. However, she remains furious with the alleged neglect, which could have left her uncle with long-term consequences.
"The risk to his optic nerve is real and irreversible. The delay could have permanent consequences for his vision," she added.
"If my uncle's condition is not taken seriously, he could suffer a stroke or worse.
"This case requires specialist input, imaging, and continuity of care, not abandonment."
The Stomper also wrote in to SGH "to formally lodge a serious complaint regarding the inconsistent, delayed and dismissive care" that her uncle received.
In the email seen by Stomp, Wendy alleged that her uncle's experience revealed "systematic failures". She requested a "full explanation of what went wrong at each point".
"This cannot be written off as a 'communication gap.' It reflects a breakdown in urgent care for patients who are already known to be medically vulnerable," Wendy wrote in her email to SGH.
"I expect an urgent and formal response. Please kindly contact me before I log a complaint to the Singapore Medical Council (SMC)."
Wendy lamented to Stomp: "What kind of healthcare system are we living with today? One where a patient with 85% carotid artery blockage is admitted and then left with no treatment, no medication, and no explanation for more than 24 hours?"
SGH responds
In response to a Stomp query, associate professor Kenneth Tan, head of SGH's emergency department, confirmed that Wendy had contacted the hospital.
"We have engaged her separately," Prof Tan told Stomp in a statement on July 14.
According to Prof Tan, Wendy's uncle is under the care of the Singapore National Eye Centre (SNEC).
Prof Tan added: "On June 26, he was seen at SNEC, and his glaucoma drops and medications were changed with an updated prescription, and they were informed.
"Following the SNEC consult on June 26, the patient presented at the emergency department and was subsequently seen by the Neurology team. The inpatient doctor ordered eyedrops for his glaucoma based on the latest prescription from SNEC."
However, a "discrepancy" was found between the eyedrops that Wendy and her uncle had brought with them and the prescribed medications.
"Thus, clarity was sought with the SNEC team," Prof Tan explained.
"On Wendy's insistence, the patient was administered two of the eyedrops that she brought
from a previous prescription, while awaiting instructions from the SNEC team.
"The patient was admitted and reviewed by the SNEC team, who assured Wendy that the patient's eye condition is well-managed, and he had not suffered any irreversible harm from the time he was in the emergency department, till he was administered the latest medications in the ward.
"In the emergency department, the patient's CT scan did not show signs of a stroke. Further investigation done during his admission also did not show clear indication of a stroke. The medical team discussed the care plan with Wendy subsequently and she was agreeable.
"While we understand Wendy's anxiety about her relative's condition, we would like to assure her that appropriate care was given.
"The patient has since been discharged and we wish him well."
Asked how her uncle is doing, Wendy told Stomp on Aug 5: "Still bad."
