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Poor service at reception

Posted By whispercj48

"Poor service at reception"

About: Hedland Health Campus

(as the patient),

In my opinion, the people who work reception in a particular department at Hedland Health Campus routinely don't answer the phone. I feel they routinely ignore waiting patients too. I've stood there while three people type furiously at their computers, no one looking up or even acknowledging me. I believe they are not super busy dealing with clients. They might have admin work to do, but surely patients should be the priority in my opinion.

Most recently I have rung daily at various times with no response. I've rung the hospital switch to be told they often get complaints that that department don't answer the phone. I was put through to the team leader's number and no answer there either. In my opinion, they are rude people.

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Responses

Response from Louise Steedman, Operations Manager, East Pilbara, WA Country Health Service (WACHS) Pilbara 3 years ago
We are preparing to make a change
Louise Steedman
Operations Manager, East Pilbara,
WA Country Health Service (WACHS) Pilbara

Manages the operations of health services located in East Pilbara

Submitted on 10/09/2020 at 3:00 PM
Published on Care Opinion at 3:05 PM

Dear whispercj48,

I am sorry that your telephone calls to Hedland Health Campus were not being answered. This is certainly not what I would expect within any healthcare facility. Customer focused service and care delivery are of the utmost importance across the WA Country Health Service. Both inpatient and outpatient department staff at the hospital do provide administration, telephone and face to face services for the Pilbara community and at times this can mean that there may be some delays encountered. In order to ensure a high standard of customer service for our community, I am reviewing the current telephone system here at the hospital. The proposed new service will offer information regarding current wait times to speak to an operator and also provide prompts to ensure you have the correct documentation or information required when you reach the appropriate department. I have also arranged health specific, consumer focused training to be delivered throughout the region in October.

I appreciate you taking the time to provide this feedback and if you would like to be involved in the review of any of our systems or processes at the Hedland Health Campus please do not hesitate to contact me.

Kind Regards

Louise Steedman

Operations Manager

East Pilbara

0891741038

Louise.Steedman@health.wa.gov.au

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