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Care Opinion

File not at appointments

Posted By Stormy86

"File not at appointments"

About: Perth Children's Hospital

(as a parent/guardian),

I had an appointment for my child with the ENT (Ear, Nose and Throat) department at Perth Children’s Hospital. My appointment time was at 3 but didn’t get seen till 4:45 due to an emergency. I understand that these things happen but when you have to travel a long way it’s a bit frustrating. What makes things worse was when my child was seen, their file wasn’t there so the ENT couldn’t see the results from the hearing test. I feel like my time was wasted. I travelled a long way for the appointment and waited 2 hrs all for nothing. This has happened a number of times with different specialists. I am so over it.

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Responses

Response from Aresh Anwar, Chief Executive, Child and Adolescent Health Service 5 years ago
We are preparing to make a change
Aresh Anwar
Chief Executive,
Child and Adolescent Health Service

Submitted on 22/03/2019 at 5:10 PM
Published on Care Opinion at 5:17 PM

picture of Aresh Anwar

Dear Stormy86

Thank you for taking the time to share your feedback. I am very sorry about the long wait and that your child’s medical record was not available at their appointment. This experience does not meet the standards we aim to deliver for our patients and families and I would like to formally apologise. On the afternoon of your child’s appointment, the clinic was exceptionally busy due to a staff member being on leave and an emergency that had arisen – this, unfortunately, took longer to address than anticipated. We are currently looking for alternative spaces to expand the number of our ENT clinics.

The absence of your child’s file is highly concerning, and as you have noted it has happened many times and affects the care provided to your child at their appointment, it is clear there are improvements to be made. We believe that we have identified one of the main drivers behind the lack of availability and communication to enhance the understanding of how records are tracked is being prepared to be shared with all staff. Although this will not change your previous experiences, I hope it will make a difference in the future.

Thank you again for bringing your concerns to our attention. I sincerely hope your future visits to PCH are more positive and reflect the excellent care we strive to provide. Please accept my best wishes for your child.

Kind regards
Dr Aresh Anwar
Chief Executive
Child and Adolescent Health Service

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