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Unprofessional and unhygienic

Posted By Unfortunate Soul

"Unprofessional and unhygienic"

About: Fiona Stanley Hospital / Imaging Services

(as the patient),

I arrived for an MRI appointment (booked for 6pm), 15 minutes before hand to fill in any paperwork that might be necessary etc… I sat in the waiting room with no staff present at all for over 25 minutes (no receptionist, no nurse, nobody; just another patient who looked as drained as I was about to become).

When someone finally came to set me up for the appointment they walked out in a graphic t-shirt and shorts (I wish I was joking), no cover over their facial hair and no name badge. They rushed me through the form and intake process, considering it was already 30 minutes late. They put in the most uncomfortable cannula I have ever experienced (I’ve had cannulas go wrong before and this was worse!), they didn’t wash their hands or put on the proper equipment during this, and I felt too rushed to ask.

I then was told to go to the secondary waiting room for over an hour!! With no footwear… everyone else had walked out without protection on their feet as well (Warts anyone?!?!)! I guess the imaging department does not care for promptness, professionalism or contamination. I don’t mind waiting but the lack of apparent structure for intake and the lack of hygiene and professionalism was appalling. I did not get into the MRI machine until 7:15, and did not get out till 8pm having to make the 4 hour return trip home straight after, “Priority patients include… country patients”, utter nonsense in my opinion.

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Responses

Response from Luke Dix, Acting Executive Director, Fiona Stanley Fremantle Hospital Group, South Metropolitan Health Service 2 months ago
Luke Dix
Acting Executive Director, Fiona Stanley Fremantle Hospital Group,
South Metropolitan Health Service

Submitted on 23/12/2025 at 5:00 PM
Published on Care Opinion Australia at 5:28 PM

picture of Luke Dix

Dear ‘Unfortunate Soul’,

Thank you for taking the time to share your concerns about your recent MRI experience at Fiona Stanley Hospital (FSH). I was sincerely sorry to hear that our service did not meet your expectations on this occasion.

In relation to our hospital processes regarding the MRI I can advise that our evening MRI lists are an adjunct to the daily MRI scheduling to minimise outpatient waiting times for this critical service. These lists are scheduled after the main Imaging Department has closed, and when inpatient imaging has concluded for the day. Although FSH Medical Imaging is a 24/7 service, your observation that the MRI area of the department was quiet is valid, with these additional lists facilitated by only a small team. This enables the bulk of MRI staff to be committed during the day when Emergency and inpatient demand is highest. Although the evening MRI team is small, we still strive to maintain high standards of professionalism whilst also keeping patients informed of delays, and I apologise if communication was inadequate, or staff could have been more attentive on your arrival and in the period leading up to your scan.

FSH aim to meet all outpatient appointment times, however in a large tertiary hospital there can be unforeseen delays due to high priority urgent scans (primarily inpatients and emergency patients), general anaesthesia, claustrophobia and patient anxiety. These often-unavoidable delays can then subsequently impact patients already scheduled. Once again, I apologise for any inconvenience caused, particularly given you were traveling so far from home.

Please let me reassure you that all our Medical Imaging staff are competent, experienced, and well trained in the skill of cannulation, and we are very sorry for any discomfort caused on this occasion.

I can confirm that your feedback has been shared with the team and your experience will be used to explore options for improving the service for future patients.

Kind Regards,

Luke Dix

A/Executive Director

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