"Non existent follow up of Orthopaedic outpatient appointment"

Dear Not so happy Jack,

Thank you for taking the time to share your concerns about your parent’s experience with the Orthopaedic Outpatient Service at Fremantle Hospital.

I am very sorry to learn of the prolonged delay your parent has experienced and the impact this has had on both of you. I appreciate how difficult it can be to wait for follow-up care, particularly when there are additional challenges such as arranging transport and attending early morning appointments. No one should be left feeling uncertain about the next steps in their care.

Based on the information you have provided, it appears the intended follow-up after your parent’s course of physiotherapy may not have occurred as expected. I sincerely apologise for this oversight and for the frustration and distress it has caused.

While outpatient appointments are prioritised according to clinical need, we recognise the importance of ensuring patients receive timely follow-up and clear communication throughout their care. Please be assured that your feedback has been received in the spirit in which it was intended and will help inform ongoing improvements to our outpatient processes to reduce the risk of missed or delayed follow-up.

As your feedback was submitted anonymously, we are unable to identify your parent or review the circumstances of their care in more detail. If you are willing, I encourage you to contact the Orthopaedic Outpatient Clinic via the Fremantle Hospital switchboard on (08) 9431 3333 and ask to speak with the relevant clinic clerk. Alternatively, you may contact our Patient and Family Liaison Service at FSHFeedback@health.wa.gov.au so that staff can obtain the necessary details to investigate your concerns and assist in progressing your parent’s care.

Thank you again for bringing this experience to my attention.

Kind regards,

Luke Dix
Acting Executive Director
Fiona Stanley Fremantle Hospitals Group

Dear Not so happy Jack,

Thank you for taking the time to provide further information about your experience. I am sorry to hear how difficult this has been and that you have been left feeling unsupported while trying to resolve these issues.

I understand your correspondence has now been received by our Patient and Family Liaison Service (PFLS). I apologise for the delay in responding and for any additional frustration this may have caused.

I have been advised that PFLS has since made contact with you directly and is working with you to better understand your concerns and determine an appropriate way forward.

I also appreciate your feedback regarding communication from the Orthopaedic Department, particularly in relation to telephone contact. While calls from our hospital network are generally displayed as private or unknown numbers, our expectation is that, where a call cannot be answered, staff leave a voicemail identifying the department and providing details on how patients can return the call. I am sorry if this did not occur in your situation and contributed to the uncertainty you experienced.

Your feedback about communication, appointment follow-up and navigating your care has been shared with the relevant teams. Hearing about experiences such as yours helps us identify opportunities to improve the way we communicate with and support our patients.

As PFLS is already working with you, I encourage you to continue engaging with the team while they complete their review. If, following this process, you remain dissatisfied, you may also contact the Health and Disability Services Complaints Office (HaDSCO), which provides an independent review service.

Thank you again for sharing your experience. I hope the ongoing discussions with PFLS provide an opportunity to address the issues you have raised.

Kind regards,

Luke Dix

Executive Director

Fiona Stanley Fremantle Hospitals Group