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West Moreton Oral Health Service

Posted By think about it

"West Moreton Oral Health Service"

About: Ipswich Community Dental Clinic

(as the patient),

I have always found the West Moreton Health Services Hospital, Outpatient and other services exceptionally professional, efficient and caring. I cannot say the same for the Officer and administrative staff of the Oral Health Service.   My experience, of the customer care, on several occasions, of the front desk staff has left me most unimpressed. In my opinion, the staff are rude, officious and appear to be indifferent to the feelings of patients. Recently I was given and confirmed an appointment for 8 am, the day before I phoned to again confirm that I had purchased the necessary antibiotics for the procedure and was told as a matter of policy my appointment had been cancelled and allocated to someone else. I was not offered any other appointment. I believve this is not good enough. As far as I'm concerned, the Oral Health Clinic needs to lift its game if it is to be anywhere near as professional as other areas of the West Moreton Hospital and Health Services.

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Responses

Response from Queensland Health - West Moreton 6 years ago
Queensland Health - West Moreton

Submitted on 27/02/2019 at 1:10 PM
Published on Care Opinion Australia at 1:16 PM

Dear think about it

Even though it’s great you’ve had positive experiences in our Outpatient Department, as well as other areas of the hospital, we want to be sure that patients receive excellent care across our services.

We hear your concerns about the customer care at our Oral Health Services and we want to do something to make sure other patients don’t have a similar experience.

The Director of Oral Health wants you to know that she is committed to using your feedback to review the customer service in her area and she will look for ways to change things for the better. If you would like to contact the Director, she is happy for you to email her at Ellen.Gielis@health.qld.gov.au.

Thank you for caring enough to let us know about your concerns and we wish you good health for the future.

The Consumer Liaison Service

West Moreton Health

Update posted by think about it (the patient)

Thank you for your response. I like to think that no one is deliberately unhelpful or abrupt when dealing with the public, but I think it may be the case, that people lose sight of the stress their clients are under, even while they are comfortable, even bored with the routine of their interface with the public. I was sensitive to what I perceived as bureaucratic indifference and officious disregard to my situation. I hope the staff will consider the potential impact their dealings may have on people who are stressed and without the communication skills to express themselves. Simple front office courtesy can dissolve tension and make contact with the Oral Health service a rewarding experience.

Response from Queensland Health - West Moreton 6 years ago
Queensland Health - West Moreton

Submitted on 7/03/2019 at 5:04 PM
Published on Care Opinion Australia at 5:07 PM

This is great feedback. We acknowledge that your experience could have been more positive and that it did not meet the West Moreton Health Values. The Director will use your words in her discussions with staff to help them to understand where our patients are coming from and she would like you to know that she is sincere in her offer for you to contact her. Thank you once again!

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