"Emergency Department and Great Southern Radiology"

About: Albany Health Campus / Emergency Department Specialists in the O'Connor Electoral District

(as a relative),

I recently had my mum visiting from England and whilst she was here I, unfortunately, had to take her to the Emergency Department as she had a fall and hit her head. The staff at ED were great - the doctor was lovely, very kind and explained everything that was happening. Mum was admitted overnight and staff again were really good. I was really impressed that the following week we received a follow up phone call from a nurse at ED, who was able to talk through the situation with me - what fantastic service!

What I found absolutely disgusting was when she was sent from the Emergency Department to Great Southern Radiology for a CT Scan, we were stopped from going into the scanner room and told that we had to give them payment details or they wouldn't be able to do it! I understand that GSR is a private contractor, but when you are scared and emotional, not sure if you're elderly mum has sustained a head injury, the last thing you need is someone to ask for your credit card details before she can have a scan to ascertain if there has been any damage to her brain!

Whilst it was clarified the following day that payment was not actually taken (there is a reciprocal agreement between UK and Australia for emergency medical treatment) the fact that GSR put us in that position, late at night, in an already very upsetting situation, I felt was unforgivable.

I hope that Albany Health Campus can find some way to make sure this kind of thing doesn't happen, or is at least handled better! It certainly soured an otherwise caring and professional attendance at the hospital.

Responses

Response from WACHS - Great Southern 3 years ago
We are preparing to make a change
Submitted on 24/11/2016 at 13:29
Published on Care Opinion at 15:09


Dear AlbanyMum

Thank you very much for taking the time to share your Mum’s experience of our Emergency Department and Medical Ward on the Albany Health Campus. We value your feedback very much as it helps us to identify and share areas of best practice as well as opportunities for improvement.

Emergency Departments in particular can be busy and bewildering places so I am very pleased to hear that your Mum had such a positive experience both in the ED and on the ward. I will ensure that the ED and ward teams are made aware of your feedback.

I am very sorry to hear of your distressing experience when your Mum was transferred to diagnostic imaging for a CT scan. Whilst Great Southern Radiology (GSR) is a private service provider on our Campus we work very closely with them to ensure a seamless experience for our patients. We meet regularly with the team at GSR to discuss feedback as well as other areas of common interest. We will certainly be discussing your feedback with the GSR team and working with them to identify strategies to ensure that others do not have a similarly distressing experience.

I do hope that your Mum is now fully recovered and that she continued to have an enjoyable holiday in the Albany region.

Best wishes

Susan Kay

WACHS GS Regional Director

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