"Unsatisfactory echocardiogram experience"

About: Allied Health (Bass Coast Health)

(as a carer),

Recently my spouse and I attended the Radiology Department for my spouse's echocardiogram. Of course, we were in the wrong place. After waiting about 5 minutes in line we were told we were in the wrong place and need to go to Allied Health. I asked the receptionist if they could notify the Allied Health that we would be late. The receptionist replied that they could not as they had people in line waiting. I knew we would be late as it is a long walk for my spouse who needs to stop frequently to rest.

We went down the lift and looked for the sign for Cardiac Care. My spouse said: this isn't the right place. I assured my spouse that we were there and finally saw a sign which was obscured. I then said to my spouse: you go around the corner and sit, while I book you in. My spouse stood there as there were no seating.

At this time a nurse came to help. The nurse directed us where to go and obtained suitable seats in the Physiotherapy Department. We had to walk through a group where everyone had on badges and were having a meeting. I felt most uncomfortable. The echocardiogram was done behind a curtain. So there was at least some privacy. On completion of the procedure, my spouse was not offered anything to remove the gel. Overall a most unsatisfactory experience. I felt embarrassed for the health service. Please improve this. I am worried that with rapid changes basics of care are being omitted.


Response from Jan Child, CEO, Bass Coast Health 10 months ago
We are preparing to make a change
Jan Child
Bass Coast Health
Submitted on 28/07/2019 at 13:23
Published on Care Opinion on 29/07/2019 at 09:58

picture of Jan Child

Dear Frustrated carer,

Thank you for taking the time to provide us with your feedback - I agree that the rapid changes we have made to implement additional services for our community (as well as our infrastructure constraints) have contributed to some basics not being optimal – we are endeavouring to rectify these things as promptly as we can.

In relation to signage – we are finalising some changes to some of our service's location in preparation for the new Wonthaggi Hospital expansion works and have recently done a walkthrough with some consumers to plan for new signage across the site to assist with these service changes so that we can facilitate better way finding. We anticipate this new permanent signage being up in the next two months but in the interim, we will put up some temporary signs to assist. The person who organises our signage has taken some well-earned leave but I will ask her to prioritise getting this in place on her return from leave. Apologies that your spouse had to endure unnecessary walking.

We are planning some upcoming renovations in the Allied Health building which will create additional consulting suites and put up some permanent walls and better resolve the privacy issues – we aim to have a number of additional outpatient rooms, all in the one area, all with walls, and all connected by a corridor so that you don’t have to walk through open areas.

I apologise that all of this is not happening as quickly as our service demand grows – we are trying very hard to juggle our resources to meet our continuing demand.

Re the gel – we will be sure to pass this onto Total Cardio Care who provide this private service.

Thank you once again for taking the time to help us improve your experience.

Kind Regards, Jan.

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