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Care Opinion

Customer service

Posted By Fifo113

"Customer service"

About: Tom Price Hospital / Emergency Department

(as the patient),

I was referred to Tom Price ED after seeing the site nurse. When I arrived, I found they would not let me into the waiting area until my referral had been faxed through so I waited outside in the 38 degree heat. 

I then had to call my onsite nurse who spoke to the administrator over the intercom to tell them the referral was coming and I was let into the waiting area. 

I than sat in the waiting area and I recall a clinician came over and asked was it a workplace injury and asked me to fill in some paperwork. 

I believe I was left for 3 hours and my HSE advisor, who brought me to ED, had to ask when I would be seen. 

I recall I was not examined nor given any pain medication and just left in the waiting area in agony. 

Extremely disappointed with what seemed to me as a lack of care from the staff. 

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Responses

Response from Sarah Hennings, Operations Manager, Inland Pilbara, WA Country Health Service (WACHS) Pilbara 2 years ago
We have made a change
Sarah Hennings
Operations Manager, Inland Pilbara,
WA Country Health Service (WACHS) Pilbara

Manages the operations of health services located in Inland Pilbara

Submitted on 2/11/2021 at 12:57 PM
Published on Care Opinion at 3:41 PM

Dear Fifo113,

I am concerned to hear about your experience at Tom Price ED. It not our standard practice to request people to wait outside, and I want to assure you that I have reiterated this with the onsite nurses.

I understand that you attended however an x-ray referral was not forwarded to the staff at Tom Price hospital, although some attempts to obtain one were made. I am glad that you were subsequently admitted as an Emergency Department patient and received care.

I want to assure you that your feedback has been communicated to staff and resulted in some valuable improvements to our processes for patients who present with an expected email or faxed x-ray referral. Tom Price Hospital will now attempt to contact the referring agency once, failing provision of a referral within 30 minutes, patients will be triaged for review by the Emergency Department Medical Officer.

Thank you for taking the time to provide your feedback. Should you have any further queries or concerns, please feel free to contact me on sarah.hennings@health.wa.gov.au.

Kind regards,

Sarah Hennings

A/Operations Manager, Inland Pilbara

WA Country Health Service (WACHS) Pilbara

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