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"Telephone Appointment"

About: Fiona Stanley Hospital / Urology

(as the patient),

I was given an appointment via telephone with the Urology Clinic for a morning appointment recently. I was at work. I missed two calls from 08 6152 0000 within three minutes of each other at the time of my appointment due to being at work and not being able to answer. I called the 08 6152 0000 number back a few minutes later and listened to the voice recording which I feel is basically just fobb off and tells you to ring Outpatient Direct. I called Outpatient Direct a couple of minutes later and was told I had been "discharged" and my file closed and that they could not help me by putting me through to the Clinic. 

I have now received a letter from the FSH dated the day of my appointment telling me that my referral has been removed from the system and that I will need a new referral from my GP to access the Urology Clinic again.

How do I feel? Really annoyed and frustrated. It is simply beyond belief that within 9 mins of missing the first call I was unable to call the Clinic back and talk to the specialist, and that in 3 mins ie: the time of the first and second calls to me, my referral was removed. 

Based on my experience, this system is bad enough to deal with - phone calls cannot always be picked up no matter whether the appointment was scheduled and the fact I believe the specialist made a judgement call within three minutes to discharge me is absolutely ridiculous. 

In my opinion, Fiona Stanley Hospital must do better and in particular the staff of the Urology Clinic.

Responses

Response from Neil Doverty, Executive Director, Fiona Stanley Fremantle Hospitals Group, South Metropolitan Health Service 5 days ago
Neil Doverty
Executive Director, Fiona Stanley Fremantle Hospitals Group,
South Metropolitan Health Service
Submitted on 11/05/2021 at 12:40
Published on Care Opinion at 12:48


picture of Neil Doverty

Dear hadarhs36,

Thank you for reaching out to us. I am sorry to hear of your frustrating experience with your planned telephone appointment.

Telehealth has many benefits such as more timely access to appointments and the avoidance of travel to and from the hospital, however your experience has evidenced that it can also have serious drawbacks if not approached with a level of flexibility.

The Urology team would like to contact you to discuss your options, however as Care Opinion is an anonymous platform, may I ask that you make contact with our Patient and Family Liaison Team on 6152 4013 (Monday to Friday 8.30am – 4.30pm), or anytime via email at FSHFeedback@health.wa.gov.au with your full details. These will be passed on to the Urology team who will then make contact with you.

Thank you once again, I hope that this matter is resolved for your quickly.

Kind regards,

Neil Doverty,

Group Executive Director

Fiona Stanley Fremantle Hospitals Group.

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

Update posted by hadarhs36 (the patient)

Thank you, yes I will email my details.

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