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Far from customer friendly

Posted By Grumpy1

"Far from customer friendly"

About: Fiona Stanley Hospital / Pharmacy

(as a service user),

I feel like this place is like something from the dark ages. It seems to me that the staff are trying but opening hours are limited and long delays common for even simple scripts. Sadly forced to use it for some scripts I use. I think something urgently needs to be done - either more staff, some technology or new processes.....

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Responses

Response from Luke Dix, Acting Executive Director, Fiona Stanley Fremantle Hospital Group, South Metropolitan Health Service 4 days ago
Luke Dix
Acting Executive Director, Fiona Stanley Fremantle Hospital Group,
South Metropolitan Health Service

Submitted on 12/01/2026 at 1:30 PM
Published on Care Opinion Australia at 1:40 PM

picture of Luke Dix

Dear Grumpy1,

Thank you for taking the time to share your feedback about your experience with the Pharmacy Department at Fiona Stanley Hospital (FSH). I understand delays and limited hours can be frustrating, and I appreciate the opportunity to provide some context around our processes.

Our dispensary is a large and busy service staffed by 27 pharmacists and pharmacy technicians who manage a wide range of complex functions, including procurement, outpatient and inpatient supply, clinical trials, and specialised medicines programs. Many prescriptions involve multiple regulatory requirements, and our pharmacists complete detailed clinical and safety checks to ensure accuracy and patient safety. This can sometimes extend processing times, particularly when prescriptions are incomplete, conflicting, or require clarification from multiple treating teams.

We also supply medicines not available through community pharmacies and support programs across WA, which adds further verification and documentation requirements. While we have implemented WA’s first chaotic storage robot to improve efficiency, I acknowledge that there is a need for better software integration, particularly between prescribers and pharmacy systems, and this remains a priority for us.

Please be assured that providing safe, high‑quality care is our highest priority, and your feedback helps us identify opportunities to improve our service delivery.

Thank you again for taking the time to share your experience.

Kind regards

Luke Dix

A/Executive Director Fiona Stanley Fremantle Hospitals Group

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Grumpy1 (a service user)

Thanks - I appreciate you taking the time to respond, but seemingly assuming your customers can wait hours for a script to be filled is just not acceptable in my opinion, (whether they wait on site or return to home/work -often a fair distance away).

Apart from the friendliness of the staff/pharmacists I (and many other patients I speak to) dread having to use the pharmacy and I believe there simply has to be room for major improvement....when was a process engineering activity last carried out?

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