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Location and directions

Posted By julydj85

"Location and directions"

About: King Edward Memorial Hospital

(as the patient),

I couldn't get the information I needed to attend a simple appointment. 

My appointment was booked for the Pain Clinic but I believe I was transferred between five staff members and clinics. In the end, I had to give up because I felt that no one knew enough to give me the information I needed.

It began with confirming my appointment on the 1300number provided and that's the crux of the problem, they look after all the hospitals so they have no specific information on individual hospitals. I was transferred next to the Agnes Walsh Centre and a nurse I spoke with who I believe, thought it was on level 2 even though the confirmation letter says ground floor.

I also needed information about parking and I was transferred again to the main desk who I felt, were even worse because, in my opinion, they know nothing. Then I was transferred again and this staff member was abrupt and I feel I didn't get a chance to speak before they put me on hold to transfer me again. I just wanted to know exactly how to access the clinic but I felt no one knew if it was in a separate building or if access was through the main entrance on Bagot Rd.

As it's the Pain Clinic and I requested ACROD parking because I can't walk all the way from Hensman Street. Even if I could, once I got there I still don't know what to do or where to go. 

It seems the problem is, there is no single person who can provide specific information about access, location or directions because every department is separate and I feel no one knows the full story to tell me what I need to know.

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Responses

Response from Jodi Graham, Executive Director, Sir Charles Gairdner Osborne Park Health Care Group 4 years ago
We are preparing to make a change
Jodi Graham
Executive Director,
Sir Charles Gairdner Osborne Park Health Care Group

Submitted on 14/02/2020 at 2:12 PM
Published on Care Opinion at 3:24 PM

picture of Jodi Graham

Dear julydj85,

I appreciate the time you have taken to raise your concerns regarding your experience with the Women and Newborn Health Service (WNHS). WNHS strives to provide quality, professional care and I am sorry that this was not the case on this occasion.

I am sorry to hear that the 1300 service that you called was not able to provide you with the necessary information with regards to your appointment. Whilst this service will attempt to assist our patients with their enquiry, calls may be transferred to the appropriate clinic to assist with the enquiry. I understand the frustration that is caused when calls are transferred multiple times and the information you require is not readily available and I would like to apologise for any distress caused to you.

The Kind Edward Memorial Hospital (KEMH) website contains information with regards to parking and site maps for patients and visitors attending the hospital site and can be accessed at www.kemh.health.wa.gov.au. Alternatively, the general enquiries number is (08) 6458 2222.

The KEMH site has four ACROD/disabled parking bays, with two located at the front entrance of the hospital on Bagot Road, and two located in the Hensman Road carpark.

WNHS is currently working towards implementing a telecommunication system for women who access services such as pain management, psychology follow-up and social work services. We hope that this service will assist in reducing the requirement for women who may have particular needs with regards mobility, access to ACROD parking and for those who are required to travel significant distances to attend appointments at the King Edward Memorial site.

I hope that the explanations provided above help to explain the concerns that you raised. If, however, you would like to discuss your concerns further, our senior staff would be very happy to meet with you personally. Should you wish to arrange the meeting to discuss your concerns please contact the WNHS Consumer Liaison Service on 6458 1444, who will make the arrangements.

Kind regards,

Jodi Graham

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