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Unwelcoming reception

Posted By capricornusnj35

"Unwelcoming reception"

About: Albany Health Campus / Administration

(as the patient),

Asked for directions to gynaecology for 9am  appointment and I felt the receptionist had a very serious facial expression and replied in a direct manner.

As I was entering a hospital for a serious appointment I felt unwelcome which added to my feelings of vulnerability.

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Responses

Response from Kate Hambleton, Director, Albany Health Campus, WACHS GS 4 months ago
Kate Hambleton
Director, Albany Health Campus,
WACHS GS

Submitted on 1/05/2026 at 4:59 PM
Published on Care Opinion Australia on 5/05/2026 at 9:16 AM

Dear capricornusnj35,

Thank you for taking the time to share your experience with us.

We are very sorry to hear that your interaction at reception left you feeling unwelcome at what was already a very vulnerable and stressful time for you. Entering hospital for a serious appointment can understandably heighten anxiety, and it is important to us that every patient feels acknowledged, supported and treated with care from the moment they arrive.

While our reception staff aim to assist patients as efficiently as possible, we recognise that how information is conveyed — including facial expression and tone — can have a significant impact. We regret that this interaction added to your distress.

Your feedback has been shared with the relevant team so this experience can be reflected on, and to reinforce the importance of warm, compassionate communication, particularly for patients attending sensitive appointments.

Thank you again for bringing this to our attention. We appreciate your openness and wish you all the very best with your ongoing care.

Kind regards

Kate Hambleton

District Director |Lower Great Southern

WACHS Great Southern

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