"Outpatients Appointment Error"

About: Princess Margaret Hospital for Children

(as a parent/guardian),

I have 5 young children under 7 years old and travel to PMH regularly. I was sent out 2 appointments on 2 different dates for the same clinic. I phoned and inquired and they said there was possibly an error and to bring the letter with me to the first booked appointment. I arrange 3 siblings school transport arrangements prior to travelling 1. 5 hours via public transport (train and bus) with my 1 year old twins. I arrived on time for my early appointment and checked in at the desk. The appointment was a double up error and the second appointment was cancelled. I then sat to be seen. We waited about an hour then I was told the clinic was running about 40 mins late and to take a wander. I went and grabbed a coffee, went to the gift shop and returned to the waiting area. After a further 15 minutes we were seen in the treatment room, only to be told that the booking was meant to be with the craniofacial plastic surgeon. Not at the the treatment rooms. So as a mum of 5 with young twins, 2 children with care needs and a small business from home... this really was not appreciated. My day... planning for children... Somethings going on with your booking.


Response from Victor Cheng, Executive Director, Operations, Child and Adolescent Health Service 2 years ago
Victor Cheng
Executive Director, Operations,
Child and Adolescent Health Service
Submitted on 14/12/2017 at 12:30
Published on Care Opinion at 12:32

picture of Victor Cheng

Dear Wrong Clinic Booked

I’m sorry to hear about the errors that lead to this unfortunate experience. I understand that making arrangements to attend outpatient appointments can be challenging enough without the additional steps that you encountered, with multiple bookings and incorrect location booking. While I trust that such mistakes are relatively rare and that you would not experience this again, we would like to be able to investigate this incident so we can review and improve our processes. Would you be happy to forward the details of the appointment so that we can look into it? I encourage you to contact the Child and Family Engagement Service on 9340 8315 or via PMHCLS@health.wa.gov.au to discuss the incident further.

Thank you again for taking the time to share your experience. PMH relies on honest feedback such as yours to help us make improvements for our patients and their families.

With my best wishes for your children.

Dr Victor Cheng
Executive Director
Princess Margaret Hospital for Children

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