St Andrews private hospital in Spring Hill advertises itself as 'first class treatment', 'world class results' - but this is not what I have experienced. Nine days later I am still waiting to be called back and given the appointment I have requested.
Initially I rang and could not get through; so I rang the next day and the phone extension just went repeatedly to a message bank service. In fact on that day I rang no less than four times and in the final message in exasperation specifically stating that I needed to be called back - I was never called back! Four (4) days later [including Saturday and Sunday] I rang in the hope of making an appointment to begin the program; but no such luck. However, I did get a staff member to actually answer the phone, so that was an improvement I thought - but not for long. The clerk told me they were 'busy' on the day I had called and said we were 'going to call you back' - I thought it best not to ask exactly when they planned to do that. Could I arrange an appointment; no I could not - why on earth would I think it would be that easy! Apparently I had to go and scan my referral and then email it to the unit and the 'manager' would look at it and decide when I could get an appointment. I told the clerk I had been in the hospital recently for lung problems and they had my file - she decided that she would get my file and give it to the 'manager' and I should mail the referral in. I went to great lengths to explain that time was of the premium for me and I needed an appointment to begin this program immediately; or as soon as humanly possible - although by this stage I was of the view that I probably would receive better service in an overcrowded public hospital service. The clerk told me that the 'manager' would ring me - she took a message that she promised to pass on which said I needed; because of times restrictions, to be called back within 24 hours; certainly no more than 36 hours. I am still waiting for the phone call, still waiting for an appointment some nine (9) days later.
While I think this outpatient program would be of considerable value to me; I had a lung deflate recently - the failure of the unit to be managed properly is of grave concern. If they cannot call people back when requested; or even arrange an appointment what else are they unable to do? I also previously wanted to attend a similar clinic for heart matters run at St Andrews; but that unit moved from St Andrews to the Wesley several months ago supposedly because of inadequate numbers - if staff do not answer the phone or return phone calls I don't think hospitals will not receive the 'business' they are seeking.
Please pass this on to the person with higher status than the 'manager' who was suppose to ring me back.
"St Andrew's (Pulmonary Rehabilitation Outpatient Program)"
About: St Andrew's War Memorial Hospital St Andrew's War Memorial Hospital Brisbane 4001
Posted by The Customer (as ),