"It seems the left hand doesn't talk to right hand"

About: Fiona Stanley Hospital

(as the patient),

I recently was in a Motor Vehicle accident where I blacked out at the wheel. Initially I would have said FSH were great. The actual staff and techs who conducted my outpatient tests were fantastic. However in my opinion, their booking and management system is woeful.

Here is my story.

Having to have an echo cardiogram to rule out my heart causing the problem was always going to be a stressful time for me. My father has severe heart disease (hardening of the arteries) and has undergone two rounds of open heart surgery, has a pacemaker and a few other heart issues. When I had my echo the tech was wonderful. I called FSH the following week on the advice of my GP to simply ask if I have any further appointments booked and I was told yes I do. I have another echo scheduled. Okay my anxiety goes up hugely, I have heard nothing so I had been assuming the old adage of no news is good news just came crashing down around me. I can't speak to anyone in cardiology till the following day as they are closed. So I spend a night with little or not sleep and have to take Valium to get some sleep. I call the following day and speak with a lovely lady who informs me she was looking at my results and they were fine, and there was no need for the next appointment.

Fast forward and I receive a call from Access Cardiology (a boutique cardiology) who inform me they have a referral from FSH for an echo cardiogram, which was dated 2 days after I had my echo at FSH. Needless to say I have what can only be described as an emotional breakdown. As a school teacher I am forced to leave my class unattended (which in itself caused more stress) while I cried in the common area between classrooms.

Long story short, my work helped me out and I ended up back at my GP who has the results of the echo on his computer. To quote him, your results are excellent. They are as normal as you can get for a normal echo. I am relieved, but the anxiety and stress is still there. He prescribed me Valium and signed me off work for 2 days. Later that day I go to my Psychologist to get some counselling. 

I believe FSH need to do better. It seems obvious they have no internal communication and I believe they need to be held accountable for the mental duress they have inflicted on me. I have already spoken to my lawyer who informed me I have a very good case to take the WA Govt. (aka FSH) to court for compensation for mental duress. However I am prepared to wait and see what FSH claim they will do. Thank you for listening to my story. 

Responses

Response from Janet Zagari, Executive Director Transformation, South Metropolitan Health Service, South Metropolitan Health Service 2 years ago
Janet Zagari
Executive Director Transformation, South Metropolitan Health Service,
South Metropolitan Health Service
Submitted on 26/02/2018 at 10:49
Published on Care Opinion at 11:29


picture of Janet Zagari

Dear BigMac,

Thank you for taking the time to share your story, and for your positive comments about our staff in the outpatients' department, I will be sure to pass them on.

I was so sorry to read about your experience with our booking management system, it sounds very discouraging and appears that the confusion surrounding multiple appointments has resulted in a great deal of distress for you.

As a result of your story, we are reviewing our processes for booking appointments to make sure this doesn't happen again and other patients don't experience the same problems. Doubling-up on appointments is a very confusing and frustrating issue for our patients and also means that other patients may miss out on an appointment. We are looking at the systems we currently use, to improve the co-ordination of outpatient appointments and echocardiogram bookings so that the experience of patients, such as yourself, can be as stress free as we can possibly make it. When we have finished this review, I will gladly come back to you here and tell you what we have changed as a result of your feedback.

I hope you are recovering well following your accident, and I am glad to hear that the results of your echocardiogram were encouraging. I am happy for you to contact me if you would like to discuss anything further, you can call me directly on

6152 3121.

Kind regards,

Janet Zagari

Executive Director

Fiona Stanley Fremantle Hospital Group

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