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"Paediatric doctor appointment"

About: Armadale Hospital / Campbell Paediatric (Children's) Ward

(as a parent/guardian),

I arrived at my appointment about 15mins prior to the appointment that was scheduled for my baby.

I waited in the waiting area of the doctor's surgery until I was called. There was no one else in the room beside the receptionist and myself with my baby. I saw an adult and another baby come out about 10 minutes before my appointment time from another paediatric doctor which wasn’t mine.

I then watched another person come out of another room around 10 minutes after my appointment time. I continued to wait, feeling certain both of these doctors had no other patients in the room with them. About 20 minutes after my appointment time, I saw another person, who I thought looked like another doctor, ask to speak to the doctor that I was booked to see. They went into the room and I could hear them laughing and talking about their weekends etc. This person stayed for about 10 minutes to have a chat. Another 10 minutes pass and the receptionist looks up at me and walks to the room that the doctor is in and advises them that I’m still waiting.

The doctor then came out and apologised. At this point, I was very upset although I left it and didn’t say anything else. The doctor advised me that they had booked the appointment regarding my baby's hip dysplasia which was fine. My baby was also sick this day and was very lethargic. The doctor looked at my baby and said to me that I feed them too many bottles and this is why they are so pale. I was so gobsmacked that the doctor said that. It made me feel like an awful parent like I don’t feed my baby enough.

The doctor also made a few other comments which felt very condescending as I am a young parent. The doctor gave me a referral to get blood tests for my baby and X-rays for their hips. The doctor said I had to do the appointment for my baby's hips that day. Knowing it was already later in the afternoon at this time and my baby was starving because I rushed from work and picked them up from daycare, I simply left it and booked for another day. I got to the pathology and they advised me they couldn’t accept the referral because the sticker in the top corner was not attached so I had to return to the room to retrieve one.

I felt very upset about this appointment and believe that the doctor was very condescending. I left this appointment to my parent's house where I balled my eyes out because this doctor made me feel like an awful parent. 

Thanks for taking the time to read my story, I look forward to hearing your response on this matter. 

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Responses

Response from Diane Barr, Executive Director, Armadale Kalamunda Group 4 years ago
Diane Barr
Executive Director,
Armadale Kalamunda Group
Submitted on 12/12/2019 at 5:36 PM
Published on Care Opinion at 5:45 PM


picture of Diane Barr

Dear bravobq99,

Thank you for getting in contact and sharing your story. I was very saddened by your experience. I want to sincerely apologise that you were left feeling the way you describe.

I have provided your feedback to the Head of Department Paediatrics who has discussed your story with her team. By way of background and not an excuse, I am advised that the afternoon consultant supervises a registrar clinic. In between seeing patients the consultant and registrar have scheduled time to consider and document treatment plans. I am also advised that this does sometimes impact on waiting times.

It is evident from considering your experience that we have room for improvement in our scheduling and administration. We will be reviewing both with our outpatient manager in attempt to improve the patient experience.

In relation to the communication you describe it has been received with great disappointment from the paediatric team as they strive every day to provide compassionate patient centred care.

I am so very sorry for the negative impact the individual’s comments had on you. It is never our intent to make parents feel like this. The behaviour you describe is totally unacceptable. If you are willing, the head of paediatrics would welcome the opportunity to meet and/or speak to you to gain further information to allow follow up with the individual responsible.

Thank you for bringing this feedback to my attention and I do hope your baby is feeling better. If you wish to discuss your feedback further please contact our Consumer Liaison Office on (08) 9391 1153 or AKG_ConsumerLiaison@health.wa.gov.au

Di Barr

Executive Director

Armadale Kalamunda Group

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