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Lack of support taking weeks to respond to a simple request

Posted By chamaeleonzy53

"Lack of support taking weeks to respond to a simple request"

About: Hillarys CAMHS

(as a parent/guardian),

I called cams a few weeks ago asking for a copy of a referral or a report for my child. Originally I had to wait 3 days for some one who can talk to me to get back to me. Then they ring me I ask them about obtaining this referral / report  due to custody problems  I will need to provide my orders to obtain this . I’m fine with this they said they going to email me back.

3 weeks later I get a. Email saying sorry for delays yet I have court very soon and by the time o lodge my requests it’s pointless to even request this . Senior staff member basicly sent me an email with a very weak apologie . I feel let down by the system and I believe this senior staff member needs to go on some compassion or training other staff I've seen also need to be held more accountable in my opinion. 

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Responses

Response from Ellen McGovern-Greco, Moderation and Reporting Officer, Care Opinion Australia 2 weeks ago
Ellen McGovern-Greco
Moderation and Reporting Officer,
Care Opinion Australia

Submitted on 10/10/2025 at 12:38 PM
Published on Care Opinion Australia at 12:40 PM

picture of Ellen McGovern-Greco

Dear chamaeleonzy53,

Thank you for sharing your experience on Care Opinion. We’re very sorry for the delay in receiving a response from the health service. Your story was unfortunately not correctly linked within our system to the Child and Adolescent Health Service at the time of publication, which meant they were not initially notified. This has since been corrected, and the service has now received your story for review and response.

We understand how important timely communication is, especially when your situation involves court matters and additional pressures. Your feedback helps both Care Opinion and health services identify where processes can be improved to ensure experiences like yours are heard and responded to promptly.

Thank you again for taking the time to share your story. Your voice plays a valuable role in helping services understand and improve the care and communication provided to families.

Warm regards,

Ellen

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Response from Jill Pascoe, Executive Director, Child and Adolescent Mental Health Service, Child and Adolescent Health Service 2 weeks ago
Jill Pascoe
Executive Director, Child and Adolescent Mental Health Service,
Child and Adolescent Health Service

Executive Director Child and Adolescent Mental Health Service

Submitted on 10/10/2025 at 4:59 PM
Published on Care Opinion Australia on 13/10/2025 at 9:51 AM

Dear chamaeleonzy53

Thank you for taking the time to share your experience. We acknowledge that in circumstances involving legal proceedings and custody matters, the provision of timely and effective communication is of paramount importance.

We are sorry to hear that you have felt let down by the process and for the delays you’ve encountered. We would appreciate the opportunity to speak with you directly to better understand what happened and how we can support you moving forward. If you would be open to this, we encourage you to contact the Child and Family Liaison Service by phone on 6456 0032 or by email at CAHSFeedback@health.wa.gov.au.

Best wishes

Jill Pascoe

Executive Director

Child and Adolescent Mental Health Service

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