Poor communication at Outpatient Clinic

(as a parent/guardian),


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About: Perth Children's Hospital

I received two letters in the mail from Perth Children's Hospital, advising of two specialist appointments on the same day but in two different cities (Perth and Bunbury). It was impossible to attend both. I rang the number on the letter for the Respiratory Clinic and advised the staff members of the dilemma. I was advised they weren't sure what to do but someone would ring me back. No-one called back.

I rang again the next day and the phone rang out so I left a message requesting someone call me, no-one called back. I rang again for the third time the next day and again the phone rang out so I left a message requesting someone call me. No-one called back.

A few weeks later I found out by accident that the appointment with the Respiratory Clinic had been cancelled by the Clinic Clerk. When I enquired as to why, I was advised that I had requested the appointment be cancelled - I had made no such request.

The Respiratory Clinic did not return any of my calls, they did not advise the appointment was cancelled and made no attempt to reschedule. When I found out the appointment had been cancelled I was extremely concerned, particularly as I was told the next available appointment was 4 months after the original was scheduled.

The Respiratory Clinic Admin staff did not have an appreciation of this situation, blamed me for the mix-up, and I felt were rude, unaccommodating and essentially lousy. I feel I was an inconvenience they had no intention of conversing with. Customer service was completely absent.

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Responses to this story

Response from Katie McKenzie, Executive Director Nursing Services, Child and Adolescent Health Service - WA We are preparing to make a change

picture of Katie McKenzie

Dear antliadh97,

I would like to say sorry for both our process and communication with you. Both are not consistent with our organisational value of excellence and collaboration.

Please accept my apology for the frustration this has caused.

We are currently looking at customer service training options for our front-line administrative team. These staff are key point of contact with families and children and we are keen to ensure they are fully prepared for this important role.

If the issue relating to your outpatient appointment has not been resolved please contact me directly at katie.mckenzie@health.wa.gov.au

Kind regards

Katie McKenzie

Executive Director, Nursing Services

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful