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"Specialist appointment"

About: Royal Perth Hospital / Eye Diseases and Surgery (Ophthalmology)

(as the patient),

I had an appointment booked with the Opthalmology department recently.

I received my letter confirming my appointment.

The Sunday before I received a text message reminding me to be there.

I arrived 10 mins early and was informed that my appointment had been moved to February.

As you can imagine I was slightly frustrated. The colleague at the desk explained they had tried to call me the day before my appointment. I can confirm I had 2 missed calls both at 3:22 pm. I was working at the time and didn’t have access to my mobile. I do not currently have voicemail on my mobile and they called on an unknown number so there were no options for me to know who had called.

When I asked if they had tried to contact me any other way I was told it was not possible as their only process was to call and leave a message.

When I pointed out that I had taken the day off work and that it would be difficult for me to reschedule I was told there was nothing that could be done.

The lady behind the desk was very empathetic and I have no issue with how she handled the situation. I do however have an issue with the current process. This appointment was cancelled less than 24 hours before my arrival, no options were given for me to be put with another doctor, no text message or email were sent for me to make other arrangements and the next appointment was over a month away.

If I received a text confirming my appointment 48 hours before I do not expect the appointment to be cancelled without anyone contacting me. 

Responses

Response from Dori Lombardi, Director of Nursing, Royal Perth Bentley Group 2 years ago
Dori Lombardi
Director of Nursing,
Royal Perth Bentley Group
Submitted on 31/01/2019 at 16:51
Published on Care Opinion at 17:05


picture of Dori Lombardi

Dear airmd39,

Firstly please let me apologise to you for the inconvenience we have caused. I can empathise with how frustrating it must be to have taken leave from work for an appointment, only to be told to come back at a later date without explanation. Staff in our clinics try to avoid cancelling appointments at short notice but sometimes this is unavoidable if a staff member becomes ill or is called away to perform an emergency procedure. I have discussed your feedback with the eye clinic and they would like to pass on their sincere apologies. We always try to call patients with late notice cancellations but we have clearly failed to provide the level of service that we strive for in your situation, and for that I am very sorry. Your feedback has highlighted that we have more work to do in this area so thank you for taking the time to share it with us.

If you have any further issues with booking another appointment or would like to discuss this further, I invite you to call my office on 9224 3055.

Kind regards

Dori Lombardi

Acting Executive Director

Royal Perth Bentley Group

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