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"Appointment at the Spinal clinic"

About: Royal Perth Hospital / State Spinal and Scoliosis Service

(as a carer),

Getting to a clinic is always a stressful experience, so by the time we got to the clinic appointment we were frazzled. (referred in 2021, seen in 2026!).

It was a hot day and catching the train meant a long walk up to the O block driving a power chair -  anyway all that aside, after getting X-rays which were difficult enough, due to mobility issues, (and by the way no wheelchair space in Xray waiting area) we were ushered in to see a doctor (I presume it was a doctor as they did not introduce themself).

They were laid back in their chair didn't get up, no introductions, no questions  - proceeded to tell my child what they thought their problem was caused by without even asking my child. Horrible experience.  I felt they were not respectful, I felt they were arrogant and seemingly didn't have any respect for my child. It seemed to me they presumed they knew my child's body and how it functioned without asking them - from start to finish.

I was angry the minute we walked in and they were laid back in their chair arms behind their head seemingly didn't bother to be respectful and introduce themself and was checking their smart watch messages throughout.

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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group 3 weeks ago
Ben Noteboom
Executive Director,
Royal Perth Bentley Group
Submitted on 18/02/2026 at 4:42 PM
Published on Care Opinion Australia on 19/02/2026 at 10:07 AM


picture of Ben Noteboom

Dear Motherload,

Thank you for taking the time to share your experience regarding your child’s recent appointment at Royal Perth Hospital’s Spinal Clinic. I am truly sorry to hear how distressing the visit was for both of you. Navigating appointments is already challenging, and it is clear that the circumstances on the day added unnecessary stress.

Please know that I have raised your concerns with the Head of Department for Spinal Surgery, as well as the leads for Outpatients and Medical Imaging. They will be reviewing the issues you highlighted, including accessibility, staff conduct, communication, and support for patients with mobility needs.

What you described regarding accessibility difficulties, the lack of appropriate wheelchair space in the medical imaging waiting area, and the interaction within the consultation room falls short of the respectful, patient‑centred care we aim to provide. Our Medical Imaging team has advised that the outpatient imaging area is designed to accommodate wheelchair users and power chairs, with accessible entry points, clear pathways, and flexible seating. However, during times of expected high patient volume, congestion can occur, unfortunately making navigation more difficult. Your experience highlights how these conditions can impact patients in practice, and we appreciate you bringing this forward.

I am also sorry to hear about your experience with the clinician. What you described, such as the limited introduction and engagement, must have left you very disappointed, especially during an appointment you had been waiting a long time for. This interaction does not reflect the standard of courtesy and respect every patient and family deserves, and I extend my sincere apology to you and your child.

We appreciate you bringing this to our attention, and your feedback will be used to help prevent a similar experience for other families. If you would like to discuss this further, please contact the Patient Experience team on (08) 9224 1637, Monday to Friday 8am to 4pm, or via email at rpbg.feedback@health.wa.gov.au, where a thorough review will be undertaken.

Thank you again for reaching out via the Care Opinion platform. I hope that any future interactions with our hospital will reflect the standard of care you should rightfully expect.

Kind regards,

Ben Noteboom
Executive Director
Royal Perth Bentley Group

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