"Service"

About: Angliss Hospital

(as the patient),

Recently I attempted to make an appointment for a procedure at the Angliss Hospital.

I rang the number I had which turned out to be the number for the Rehabilitation area and was then transferred and ended up where I wanted to be which was the Radiology Department.

Before I could arrange an appointment the line went dead.

I then rang the 1300 number but ended up God knows where so I tried again and selected 3 for the Angliss. The number didn’t answer so I ended up going round and round in ever decreasing circles before I finally reached the Radiology Department.

To add insult to injury they requested I fax the referral for an appointment to be arranged. Fax indeed, this is 2017 – who the hell still has a fax machine.

So I ended up physically calling into the hospital on the way home to leave the referral.

I have no complaint with the staff actually in attendance in the Radiology Department. They were most helpful and shared my frustration.

For a large organisation I have to say in my opinion your contact and appointment service is absolutely appalling.

Responses

Response from David Plunkett, Chief Executive, Eastern Health 3 years ago
David Plunkett
Chief Executive,
Eastern Health
Submitted on 31/08/2017 at 07:03
Published on Care Opinion at 10:21


picture of David Plunkett

Dear Goingplaces

Thankyou so much for taking the time to provide your feedback on Patient Opinion.

I would like to apologise for your experience in trying to make an appointment with Radiology at Angliss Hospital. Your experience is not what we want so I will provide your feedback so staff involved can use it to improve how people can make contact.

Thank you for acknowledging the efforts of staff and I agree with you, we need to do better here.

Kind regards

David

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Update posted by Goingplaces (the patient)

All that is really required is for direct hospital numbers to be available and published rather than having this ridiculous 1300 number situation.

Response from David Plunkett, Chief Executive, Eastern Health 3 years ago
We are preparing to make a change
David Plunkett
Chief Executive,
Eastern Health
Submitted on 23/09/2017 at 11:09
Published on Care Opinion on 25/09/2017 at 09:26


picture of David Plunkett

Dear Goingplaces

I would like to thank you again for your feedback and further comments. As mentioned earlier, we need to make improvements to our contact and appointment systems and processes.

To this end, we are looking at the use of more 'current times' methods, such as email rather than needing to rely on older technology such as referral being faxed through.

We will also look at the information provided (or the number you were transferred to) as you should not have been provided the number to the rehabilitation area (when you wanted radiology).


I trust this shows we are taking your feedback seriously and looking to make improvements.

Kind regards

David

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Response from David Plunkett, Chief Executive, Eastern Health nearly 2 years ago
We have made a change
David Plunkett
Chief Executive,
Eastern Health
Submitted on 04/02/2019 at 09:47
Published on Care Opinion at 12:19


picture of David Plunkett

Dear Goingplaces

Thank you once again for providing your feedback and suggestions re how we can improve the ease with which our community can access the various Eastern health services. I would like to apologise for the delay in providing you with an update re some changes we have implemented as a result of your experience.

An ongoing process of review has been instituted reviewing the areas that receive the highest number of calls. This review has seen new processes and increased services now provided upon initial call for patients and families wanting to contact Specialist Clinics (Outpatients) services. This has resulted in decreased time patients or families spend on the phone. Another change has been improvements to the transfer process of families reaching wards and departments.

I hope you can see we take feedback such as you provided very seriously and look to make improvements wherever we can.

I'd like to sincerely thank you again for sharing your experience and wish you the very best of health.

Kind regards

David

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