"Behavioural treatment"

About: King Edward Memorial Hospital / Gynaecology

(as the patient),

I recently was scheduled for a telephone appointment mid-afternoon. However, the backup doctor (while the original dr was on leave) called me almost an hour before my scheduled time - that’s why I missed the call as I was driving. 

It is very obviously the doctor who called me on behalf of my doctor before my appointment time (which is not stated in the appointment letter). At the same day, I called and followed up to Outpatient Direct on 1300 855 275 to confirm and I was informed by the operator that my doctor was on leave. The operator promised to raise a ticket so someone will call me back about the telephone appointment in the coming weeks. This never happened and there is no one contacted/followed me up. 

My ultrasound appointment was due and I turned up 30mins before the appointment. So, I went to Gynaecology Clinic to find out what’s happening to the telephone appointment. The approach of the receptionist was extremely rude in my opinion and had a negative attitude that I felt I was treated like a COVID patient. When I tried to explain, I felt I was vulgarly informed I was discharged back to GP and it seemed they had no intention to listen to what I am trying to explain. Then, I believe they proceeded to whisper with another nurse in front of me. This has made me feel very, very distressed and depressed.

Being three times recurrent miscarriages, I hope Gynaecology Clinic can find out the root cause for me and I heard the best reputation of King Edward Memorial Hospital (KEMH) in the past. But this time, I experienced the worst and sickening experiences with staff in KEMH. The receptionist, in my opinion, obviously lacks of care and compassion, not doing enough to ensure the patient was comfortable. 

During my ultrasound appointment, then I only found out when my doctor was on leave, the on-duty Doctor has not been called the patient well on-time and turn around confirmed into the file that 'attended to call patient but no pick-up – discharge to GP'. In my opinion, this is absolutely an unacceptable and not a professional doctor who just simply refer back to GP as the doctor never called according to the scheduled time. I have done so many blood tests and awaiting my doctor's appointment for 6 weeks. 

However, despite of the disappointment above, the two sonographers in the Ultrasound unit were so much better and caring. I have been professionally treated for my ultrasound scanning and explained properly about the situation and process. 

Responses

Response from Jodi Graham, Executive Director, Women and Newborn Health Service 2 weeks ago
Jodi Graham
Executive Director,
Women and Newborn Health Service
Submitted on 29/07/2020 at 18:34
Published on Care Opinion on 30/07/2020 at 08:50


picture of Jodi Graham

Dear Bubble

Thank you for taking the time to raise your concerns regarding your experience with the Women and Newborn Health Service (WNHS). WNHS strives to provide quality, patient-centred care and I am sorry that this was not the case on this occasion.

I am incredibly sorry that you were not called at the correct appointment time, resulting in you missing your appointment. This feedback has been provided to the Outpatients Clinics. Staff have been reminded that should they become available to call a patient before their scheduled time, if the patient does not answer, a follow-up phone call at the actual appointment time must occur to ensure that appointments are not missed, which is at no fault of the patient.

I am disappointed to hear that you were discharged back to your General Practitioner (GP) as a result of the missed phone call appointment. I understand that this would have been distressing to hear and I would like to apologise for this. So that we can rectify this issue, it would be appreciated if you could please contact the Consumer Liaison Service on 6458 1444 and an appointment will be reinstated as soon as possible for you.

I would also like to apologise for your experience with the reception staff when you attempted to find out why your doctor called you earlier than what was planned. Your feedback has been provided to the Manager of Health Information & Administration Services who has reminded staff of the behavioural expectations of the service. Staff are expected to listen to the needs of the patient so that we can provide the best service and care that we can and I am sorry that this was not your experience on this occasion.

I would like to thank you again for providing me with your feedback, which will assist our service in making improvements for our patients.

Kind regards,

Jodi Graham

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