I came to your hospital recently in the afternoon and enquired as to how I could locate my friend who had admitted themselves the week before. The receptionist asked for their name which I gave. They asked for correct spelling which I also gave. They advised me that there was no patient by that name. I advised that they had come to the hospital earlier in the week. They then looked at me blankly and once again said there was no-one of that name.
They then asked for my name which I proffered and they said I wasn't NOK (next of kin). I said I knew that as I was an old friend. I then told them of a ward that my friend had messaged me they were in and the staff member then said to check other hospitals as there was no ward with that name at Armadale. I asked where the closest hospital would be. They gave no clue and I enquired if it could be Royal Perth Hospital (RPH). They then suggested that I contact RPH and ask them. As I walked away I believe they laughed.
I felt this staff member was rude, unhelpful and in my opinion, should not be front office. Another staff member standing beside them was also of little help I felt.
As it turns out my friend was admitted to your hospital and then transferred to RPH. They were heavily sedated when they called me and hence the misunderstanding of where they were.
I do, however, feel that this particular staff member be given some training in customer service as in my opinion, they are severely lacking.
"Experience with front office staff"
About: Armadale Hospital Armadale Hospital Armadale 6112
Posted by polarisen33 (as ),
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