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Unacceptable level of services

Posted By Regional failure

"Unacceptable level of services"

About: Geraldton Community Health Service

(as a parent/guardian),

As a micro premature baby, my child should be seen regularly by a paediatrician - yet I have had to follow up and request appointments. The paediatrician in January requested a follow-up appointment for April - I heard nothing and upon my investigations, I was told I can only have an appointment in June 2018. This is unacceptable for a child barely on the 3rd percentile for their corrected age. In my opinion, WA Country Health Service has allowed my child to fall through the cracks; I feel that better services are offered to metropolitan children and I’ll be making future appointments with my child's paediatricians at KEMH to ensure they have access to a quality and consistent level of care.

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Responses

Response from Michele Young, REOC Lead, Executive Services, WACHS-Midwest 5 years ago
We have made a change
Michele Young
REOC Lead, Executive Services,
WACHS-Midwest

Submitted on 22/05/2018 at 11:28 AM
Published on Care Opinion at 11:30 AM

picture of Michele Young

Dear Regional failure

Thank you for sharing your experience about our service on Patient Opinion. I am so very sorry that you have experienced our service in this way. The interaction you describe does not meet our commitment to providing high quality consumer centred care and the concerns you have outlined are not reflective of the service standards that we strive for. As a mother myself of a premature baby I know how stressful it can be when you have concerns regarding your baby and their well being.

I appreciate you taking the time to speak to me on the phone on Friday to further outline your concerns. Derek Fraser, Operation’s Manager Geraldton Hospital has advised that he, the Head of Department Paediatrician and Regional Medical Director have also had a conversation with you and an earlier appointment has been arranged with Dr Kalumba.

The Geraldton Hospital is currently working to improve the Paediatric Outpatient service and has engaged further Paediatrician time and established extra clinics.

Please don’t hesitate to make contact if you require further information or have further concerns. Derek is available on 9956 2369 or alternatively you can contact me on 9956 8695 or email michele.young@health.wa.gov.au

Thank you again for making contact, we really appreciate your feedback for without it we would not be aware of the issues and would not have the opportunity to improve our service.

I wish you and your family all the best.

Warm regards

Michele

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Response from Michele Young, REOC Lead, Executive Services, WACHS-Midwest 5 years ago
We have made a change
Michele Young
REOC Lead, Executive Services,
WACHS-Midwest

Submitted on 6/07/2018 at 5:32 PM
Published on Care Opinion on 9/07/2018 at 8:41 AM

picture of Michele Young

Dear Regional failure

I just wanted to touch base and provide an update to let you know that the clerks in the Specialists clinic have been provided education on the complaints management process so that they can provide the correct advice to our health service users who wish to provide feedback. Also due to the significant demand for outpatient Paediatric services the Geraldton Hospital has engaged additional Paediatrician support to increase the number of clinics.

The Geraldton Hospital Operations Manager has advised that you have received an earlier appointment for your baby and that you have another appointment scheduled for the future.

Thanks again for sharing your experience on Patient Opinion your feedback has allowed us an opportunity to improve our service, I wish you and your baby all the best for the future.

Best wishes

Michele

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