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Care Opinion

Long wait time

Posted By matardb35

"Long wait time"

About: Broome Health Campus / Specialist Outpatients

(as the patient),

So, first of all, I got a phone call in the morning recently confirming my appointment and my details for the 5th time. I understand that it is necessary but what came next was the irritating part.

I had an appointment booked and been given a call in the morning to confirm the time. So who was on time for the appointment? Not the hospital staff I can tell you that. For a small hospital which I felt wasn't overly busy at the time, why should have to wait over an hour for my appointment? Yet if I am late my appointment gets cancelled. Such a double standard and poor time management skills in my opinion. 

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Responses

Response from Rachele Ferrari, Operations Manager, Broome Hospital, WACHS Kimberley 4 years ago
Rachele Ferrari
Operations Manager, Broome Hospital,
WACHS Kimberley

Submitted on 22/01/2020 at 6:38 PM
Published on Care Opinion on 23/01/2020 at 9:57 AM

picture of Rachele Ferrari

Dear matardb35

Thank you for your feedback regarding your experience at Broome Hospital Specialist Centre. Your visit to our hospital does not sound smooth and waiting for an hour is very frustrating. I am sorry this was your experience.

I have provided your feedback to the Specialist Centre manager Amy Tan Wei. Amy is very keen to make improvements based on your feedback and ensure the process is better for all patients who come into the centre. She is also happy to talk to you and can be contacted on 9194 2619 if you would like to tell her more about your visit.

You are correct, we want to ensure we have the right details in our system, but this does not need to be done multiple times. We often call people more than once if we have had to leave a message, as we like to confirm attendance at appointments. This is particularly the case with pre-anaesthetic clinics or when a specialist is visiting from Perth.

Delays can and do occur at our clinics, clinic staff may be called to emergencies for example; but regardless of the cause, we need to communicate this to patients who are waiting. Amy will ensure the Specialist Centre team hears about your experience and works on better communication about delays.

Feedback is vital to us, it helps us improve and I appreciate you taking the time to let us know how we can do better.

Kind regards,

Rachele Ferrari

Operations Manager, Broome Hospital.

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