"Unhelpful admin staff"

About: Fiona Stanley Hospital

(as the patient),

Some people who are busy with paperwork should not, in my opinion, be working in customer service or front counter. I find they are unhelpful, abrupt and rude. I am a health professional myself, but the receptionist at the counter treated me like vermin when I asked her a brief question. I waited for many minutes and they did not even address me. A quick, I might be a while, or I'll be finished in five minutes would have been more appropriate. 

I think they need to be put in a back office to do their work because the last thing a person anxious about their health is to deal with such an abrasive person!

Responses

Response from Janet Zagari, Executive Director Transformation, South Metropolitan Health Service, South Metropolitan Health Service nearly 2 years ago
Janet Zagari
Executive Director Transformation, South Metropolitan Health Service,
South Metropolitan Health Service
Submitted on 14/09/2018 at 15:53
Published on Care Opinion at 15:56


picture of Janet Zagari

Dear junefc58

Thank you for sharing your story about your recent visit to Fiona Stanley Hospital. I was sorry to hear you found the reception staff unhelpful and rude.

All Fiona Stanley Hospital staff are trained in our patient-centred care values, which focus on respectfulness and responsiveness to patient needs, it’s disappointing to hear you say a staff member hasn’t acted within these values.

Unfortunately, without more information regarding which reception desk and approximate time the incident occurred, we are unable to provide a detailed response and so I encourage you to contact the Fiona Stanley Hospital Patient Family Liaison Service on 6152 4013 or via email: FSHFeedback@health.wa.gov.au, to enable this.

However, I have shared your concerns with our Corporate Services Director so that they are aware this is how you felt, friendliness at the first point of call is important.

Kind regards

Janet Zagari

Executive Director, Fiona Stanley Fremantle Hospitals Group

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful