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Doctor's appointment

Posted By statussr63

"Doctor's appointment"

About: Swan Hill District Health Medical Centre

(as the patient),

I had a telehealth appt with my GP which didn't have an exact time attached. I just had to keep an eye on my phone. I picked up the call on the last ring and just missed it. I called the clinic back immediately, I was told my GP was with a patient and would call me back. They never called back and every time I tried to call the clinic back, no one answered. I do not think my GP was even notified that I returned their call less than a minute after missing it.  

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Responses

Response from Peter Abraham, Chief Executive Officer, Executive Offices, Swan Hill District Health 2 years ago
We are preparing to make a change
Peter Abraham
Chief Executive Officer, Executive Offices,
Swan Hill District Health

Submitted on 8/10/2021 at 8:49 AM
Published on Care Opinion at 1:53 PM

picture of Peter Abraham

Dear statussr63

I am sorry that you had this experience with the Swan Hill Primary Care Medical Clinic and that you were not able to receive your scheduled appointment as promised. I will follow this up with the Medical Practice as a matter of urgency and seek a review of our processes relating to following up missed telehealth and telephone consultations.

I would appreciate very much if you could email your details to ceo.office@shdh.org.au so we can ensure that your care needs are met and provide you with a satisfactory outcome to your concerns.

Thank you for taking the time to provide us with your feedback – our aim is to provide the community with the best care experience and we need to learn from our consumers when that doesn’t happen.

Regards,

Peter

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Response from Michelle Barry, Acting Practice Manager, Primary Health Medical Clinic, Swan Hill District Health 2 years ago
Michelle Barry
Acting Practice Manager, Primary Health Medical Clinic,
Swan Hill District Health

Submitted on 8/10/2021 at 3:10 PM
Published on Care Opinion at 3:54 PM

picture of Michelle Barry

Dear statussr63,

First I apologise for the inconvenience and disappointment that you experienced at Swan Hill Primary Health Medical Centre. We welcome all patient feedback as this provides us with valuable insight into our services.

We have investigated your complaint and identified some improvement opportunities and a better procedure to follow to prevent this happening again

If you would like to discuss this further I can be contacted at the Primary clinic on 50339911 or by email on mbarry@shdh.org.au

Kind Regards,

Michelle Barry

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