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Care Opinion

Complaint about communication

Posted By craterdh99

"Complaint about communication"

About: Bentley Hospital / Continence Clinic Mills Street Centre

(as a carer),

I've phoned and left messages at the Bentley Continence Clinic to call me back regarding my spouse and nobody has bothered to call me back. This isn't very good service.

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 4 years ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 24/05/2019 at 5:22 PM
Published on Care Opinion on 27/05/2019 at 9:56 AM

picture of Lesley Bennett

Dear 'craterdh99',

I apologise that this has been your experience, it is not the level of service we strive to provide. Our Co-ordinator of Nursing and Midwifery, Alisha Thompson will be able to assist you and has invited you to contact her directly on 0417 095 695. Again, I apologise.

Kind regards

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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Response from Dori Lombardi, A/Executive Director, Royal Perth Bentley Group 4 years ago
Dori Lombardi
A/Executive Director,
Royal Perth Bentley Group

Submitted on 18/07/2019 at 7:30 PM
Published on Care Opinion on 19/07/2019 at 10:05 AM

picture of Dori Lombardi

Dear craterdh99

Further to our last response, I would like to thank you for your feedback. I am glad that we were able to make phone contact with you.

I apologise again for the delay. Nurses are unfortunately not always available to take or return calls immediately at the Continence Clinic but will endeavour to respond to enquiries as a matter of priority.

Our Reception staff try to ensure patients and carers are given accurate information about when they will be contacted but unfortunately on occasion there can be delays. We have also reminded Reception staff to advise patients of alternative avenues for managing any urgent medical problems that they may be experiencing.

Thank you again for taking the time to provide us with your feedback so that we may improve our service.

Doris Lombardi

A/Executive Director

Royal Perth Bentley Group

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