"Need better communication"

About: Star Health - Prahran

(as the patient),

On a number of occasions, I felt I have been treated disrespectfully over the phone when trying to make appointments and by reception staff when visiting Doctors. In my opinion, reception staff don’t understand the rights of patients. It appears they carry out loud conversations between themselves while people are waiting.

I believe there is a marked difference between Star Health and every other medical practice I have attended. I have been told more than once that I should be grateful to receive services at Star Health so I have no reason to complain about the way I was treated, eg. waiting for over an hour without explanation or any idea of when you will be seen. I feel they put people they know before you regardless of appointment times and no understanding or sympathy for chronically unwell people.

I feel the Doctors are overworked and have too many patients so they are always running late and can’t give you the attention you need.

Responses

Response from Josh Barretto, Service Experience Manager, Star Health 8 months ago
We are preparing to make a change
Josh Barretto
Service Experience Manager,
Star Health
Submitted on 22/11/2019 at 11:05
Published on Care Opinion at 11:56


Hi saturnqg96,

Thank you for getting in touch to provide feedback. We take feedback from our clients seriously and acknowledge that waiting times for appointments can be longer than ideal. To help reduce these wait times, and to alleviate the workload of our current doctors, we have recruited two new GPs who will commence at StarHealth in the new year.

I am sorry to hear that you feel there’s a marked difference between other services and ours and acknowledge that waiting extended periods for appointments without explanation can be frustrating. This is not the experience we want any of our clients to have, so we have actively engaged in ongoing staff training to ensure our clients feel respected, and confident in the services and support they’re receiving.

Please feel free to get in touch with any feedback you may have as we are very keen to improve our services ongoing.

Kind regards,

Josh Barretto, Service Experience Manager

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