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Medical imaging

Posted By Daisy33

"Medical imaging"

About: Fiona Stanley Hospital / Imaging Services

(as the patient),

In my opinion, terribly rude staff who treat patients on the phone like morons. I was put on hold for over 10 minutes, before hanging up and calling back, at which time the person I had been talking to stayed shtum (non-communicative), and I believe didn't want to admit she had not bothered to pick the call back up. A subsequent staff member kept dismissing my complaint and was audibly sighing into the phone, like taking my call was ruining her day. I had to insist that I wanted to complain several times before I was provided the requisite information to do so.

Honestly, makes you question why people like this work in healthcare.

Thankfully they have a very nice supervisor who is quite open to listening.

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Responses

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service 5 years ago
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service

Submitted on 23/01/2019 at 1:48 PM
Published on Care Opinion at 1:57 PM

picture of Neil Doverty

Dear Daisy33

Thank you for sharing your story on Patient Opinion. I was disappointed to read of your experience in contacting the hospital. I can imagine how frustrating this must have been for you and I am sorry for the distress this caused.

I have shared your concerns with the Medical Imaging Department so that they are aware of what occurred and to reiterate how important it is to listen to patient’s concerns. The Medical Imaging Department takes approximately 400 telephone calls each day, but it’s clear we didn’t meet your service expectations on this occasion. I was pleased to hear that your experience in talking with the supervisor was more productive.

If you would like us to investigate the matter in more detail please contact the Fiona Stanley Hospital Patient Family Liaison Service via phone 6152 4013 or email FSHFeedback@health.wa.gov.au so that we can better understand the issues that you experienced and help us to improve the care we provide.

Kind regards

Neil Doverty

Executive Director, Fiona Stanley Fremantle Hospitals Group

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