"Telehealth - Orthopaedics & Trauma"

About: Royal Perth Hospital / Orthopaedic Surgical & Trauma & Spinal Care Ward 3H/5G

(as a staff member posting for a patient/service user),

A patient of mine was scheduled to attend a Telehealth appointment. They arrived prior to their appointment time, had to wait thirty minutes before being asked to leave the Telehealth room as Royal Perth Hospital (RPH) Ortho was running late. My patient then was made to wait a further hour and a half without any follow-up at which point RPH closed their Telehealth Clinic despite my patient being told they would be rung on their mobile number.

RPH then attempted to say that my patient hadn't been present when they were scheduled (as their treating therapist who was in the room at this same time I can refute this).

It is a shame that, in my opinion, Telehealth is failing our rural clients. Especially RPH orthopaedics. I believe there needs to be more funding and a better streamlining of this system if it is to be successful, otherwise, many more will continue to fall through the cracks!

Responses

Response from Lesley Bennett, Executive Director, Royal Perth Bentley Group 7 months ago
Lesley Bennett
Executive Director,
Royal Perth Bentley Group
Submitted on 01/05/2020 at 14:36
Published on Care Opinion at 15:06


picture of Lesley Bennett

Dear warmpk75,

Please accept my sincere apologies for your patient’s poor experience with the Royal Perth Hospital (RPH) Orthopaedic-Trauma Telehealth Clinic. I was sorry to hear they were left waiting for an extended period of time with no follow-up.

This does not meet the standard of service we aim to achieve. It was disappointing to read that you feel Telehealth is failing, especially with our rural patients. We would be very keen to review this case in more detail to see if we can identify the specific issues that occurred so we can take steps to prevent them from happening again.

To allow us the opportunity to undertake this review, could you please contact our Outpatients Manager, Kim Hill on 040484 4707.

Thank you for taking the time to alert us to this situation.

Dr Lesley Bennett,

Executive Director

Royal Perth Bentley Group

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