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"Phone calls never answered at outpatients"

About: Hedland Health Campus / Outpatients

(as a parent/guardian),

In my experience, every time I call outpatients the phones are never answered, even when transferred through. 

To me, this is very frustrating when you're trying to get ahold of the department regarding appointments etc. 

Responses

Response from Louise Steedman, Operations Manager, East Pilbara, WA Country Health Service (WACHS) Pilbara last month
Louise Steedman
Operations Manager, East Pilbara,
WA Country Health Service (WACHS) Pilbara
Submitted on 07/05/2021 at 14:18
Published on Care Opinion at 14:46


Dear 21,

Thank you for taking the time to provide feedback regarding Outpatients at Hedland Health Campus. I am sorry that contact with the department has caused you undue frustration. The department does receive a large volume of calls as well as dealing with face to face enquiries. We do advocate for dealing with face to face enquiries as a priority and then telephone calls. Unfortunately, the current telephone system is not ideal, and we are in the process of adding a call waiting and cascade system with automated messages. This will provide you with information regarding where you are in the call waiting queue so you can decide whether to hold or call back. The system is also being rolled out to the hospital main switchboard. The system has recently been installed in the PATS office and we have received positive feedback from consumers since implementation there.

The methods for receiving referrals, booking, sending out and confirming appointments is also under review. This will provide solutions to ensure a more streamlined system that is customer-focused and reduces the need for telephone contact at every step of the booking process.

Please do not hesitate to contact me on 91741038 or Louise.Steedman@health.wa.gov.au, if you require any further information about the changes taking place at Hedland Health Campus.

Kind Regards

Louise Steedman

East Pilbara Operations Manager

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

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