This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Phone system at the hospital

Posted By listenss98

"Phone system at the hospital"

About: Fiona Stanley Hospital

(as a service user),

I attend a few different clinics at Fiona Stanley Stanley, have done for quite a few years. I have a problem with not being advised of any phone numbers. My Carer phoned there recently as I was sick and unable to attend my hydrotherapy. We couldn’t phone the pool to advise them of my illness, we went through the call centre where I felt they had no idea where to send the call. After five times of misdirection, we finally got someone that knew the person I was trying to contact, actually had their mobile number, so sent them an sms for us, thank goodness finally, I was thinking we’d have to not tell them. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service 2 years ago
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service

Submitted on 1/07/2021 at 2:48 PM
Published on Care Opinion at 2:56 PM

picture of Neil Doverty

Dear listenss98,

Thank you for thoughtfully contacting us to advise that you wouldn’t able to make your appointment, and I’m sorry to hear of your frustrating experience.

We use a centralised Helpdesk model to direct phone calls around the hospital. One of the advantages of this model is that calls are answered 24/7 and when a caller cannot get through, they have the option of leaving a message that is emailed to the service or staff member they are trying to reach.

Our Helpdesk staff do their best to connect callers through quickly and may have multiple extension number options to transfer a call to. It sounds like Helpdesk may have tried a few different numbers after the first attempt wasn’t picked up.

There are several reasons why we don’t give out direct numbers and all calls go through the Helpdesk. Most importantly, it allows our health professionals to spend more time with patients. Extension numbers often change or may be shared between several employees who hot-desk, which can lead to calls not being answered and messages not being passed on.

Your feedback has been shared with our Helpdesk team to identify opportunities for improvement, and I hope that you have been able to resume your hydrotherapy.

Kind regards,

Neil Doverty

Group Executive Director

Fiona Stanley Fremantle Hospitals Group

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k