"Outpatient approach goes Pythonesque"

About: Hedland Health Campus / Outpatients Hedland Health Campus / Surgical Services

(as a staff member),

Remember the Monty Python sketch fondly known as The 4 Yorkshiremen?

The sketch where they sit around comparing notes about how tough things were when they were growing up and I believe if you try and tell the young people today…..they won’t believe ya!

Well I had a routine procedure a few weeks ago and the discharge notes said for surgical follow-up in 3/52 – sent an email to the day surgery unit saying ok guys it’s been more than 3/52 now so where’s the surgical follow-up appointment and path results?

Nothing, no response to the email nothing – not a sausage!

Then recently, I get a call in the morning saying I had an appointment with the surgeon 30 minutes ago – implying where are you! Quite gobsmacked, I said that was half an hour ago, are you serious? I have no notification whatsoever, no as usual appointment letter in the mail, no text message - absolutely nothing.

Ended up seeing the surgeon in any event (apologised to them for the tardiness of the system) and I believe everything has turned out surgically honky dory.

In my opinion, you need to get your act together, Hedland!


Response from Yvonne Bagwell, A/Operations Manager, East Pilbara, WA Country Health Service - Pilbara 3 weeks ago
Yvonne Bagwell
A/Operations Manager, East Pilbara,
WA Country Health Service - Pilbara
Submitted on 12/11/2020 at 12:55
Published on Care Opinion at 13:34

Dear wearingbt94,

I would like to take this time to acknowledge your recent experience and thank you for your feedback, and for retaining a sense of humour in describing your frustration. While humour is healing, we certainly don’t intend to deliver a farcical service, and so appreciate the feedback to improve.

Thank you also for contacting us here at the hospital. Now that I have your details, I can investigate your experience more thoroughly to identify the specific service failure and provide a more detailed response.

I would also like to assure you that I have discussed your feedback with the departments involved and have commenced reviewing our procedures to ensure that this service failure doesn’t occur again. If you would like to discuss this further, before I come back to you with the investigation findings and plan, please don’t hesitate to contact me directly on 9174 1038; my name is Yvonne Bagwell and I am the A/Operations Manager at Hedland Health Campus.

Kind regards,

Yvonne Bagwell

A/Operations Manager, East Pilbara

WA Country Health Service – Pilbara

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by wearingbt94 (a staff member)

Thank you Yvonne, appreciate that your time is valuable and if we learn from this then all the better.

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