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Very poor communication

Posted By bonanzaes95

"Very poor communication"

About: Geraldton Hospital / Medical Imaging

(as the patient),

I needed to have an ultrasound so I presented to the correct window. The staff member looked at the form and said there will be a wait. I will check and it could be 10-30 mins if you want to wait.

I said I would wait.

45 mins later I was called to the window and the staff member said they couldn't do it today and would I like to make an appointed. They then mentioned 22 and 23rd.I thought that would be ok then they mentioned that this was in October not Sep.

If they had said there was no way to do it at the start I would have asked to see about other providers but they seemingly made me wait 45 mins and the time went from 10-30 mins to 30 days.

I was really angry so I took the sheet of other providers and my form and went home.

I did not communicate my frustration to them but I feel there is a big difference between 10-30 mins and 30 days. In my opinion, this is incompetence.

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Responses

Response from Liz Kelly, Acting District Director Geraldton Health Campus, Midwest, WA Country Health Service yesterday
Liz Kelly
Acting District Director Geraldton Health Campus, Midwest,
WA Country Health Service

Acting Director Population Health

Submitted on 25/09/2026 at 4:21 PM
Published on Care Opinion Australia at 4:52 PM

picture of Liz Kelly

Dear bonanzaes95

Thank you for reaching out through Care Opinion and taking the time to share your experience regarding your recent visit for an ultrasound at Geraldton Hospital.

I am sorry to hear about the frustration and disappointment this situation caused when you waited 45 minutes after being advised the wait would be 10 – 30 mins, to then be informed that an ultrasound appointment could not be accommodated that day and that the next available appointments were not until October. We acknowledge the significant difference between the expectations initially communicated and the outcome you experienced.

We appreciate how frustrating this would have been. Having waited in good faith based on the information provided, it is understandable that you felt upset when the delay did not result in a same-day scan, but in the need to wait several weeks for an appointment. We also recognise that this may have limited your opportunity to explore alternative providers sooner.

Please accept our sincere apologies for the inconvenience and frustration caused. The communication you received did not meet the standard you should reasonably expect from our service. Clear and timely information is important in helping consumers make informed decisions about their care, and we regret that this did not occur on this occasion.

Your feedback will be shared with the relevant team for review. We will use this as an opportunity to reinforce the importance of providing accurate information regarding service availability and expected wait times, particularly when appointment capacity is limited.

I do hope you have been able to obtain an alternative and timely appointment for your scan. If not, I would encourage you to please get in touch so our next available appointment can be scheduled for you.

My name is Liz Kelly, I am the Acting District Director for the Geraldton Health Campus and you can reach me on 9956 2403.

Regards

Liz Kelly

Acting District Director Geraldton Health Campus

WA Country Health Service – Midwest

Tel: 9956 2403

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