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Care Opinion

Bad Experience

Posted By cygnuseq34

"Bad Experience"

About: Royal Perth Hospital / Elective & Emergency Orthopaedic Surgery & Bone Tissue Bank

(as a carer),

After being called mid-morning recently to bring forward my Appt time, we got to the Service Desk 3 of the Outpatient Spinal Clinic on Goderich St Perth. 

Appt was changed and brought forward an hour around the middle of the afternoon. After arriving on time the desk was closed.

After opening 15 minutes after my Appt time I had to ask an hour later what was going on as I was up for my parking. 

No idea and no movement at all in the crowded waiting room of approx 20-25 people. 

After mentioning we were going to need an X-ray we were told we would have to wait and see. About two and a half hours after we arrived for the earlier appointment time, we were then handed a note to go get an X-ray. 

We then returned and were seen approx 15mins later. 

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 2 years ago
We are preparing to make a change
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 4/11/2021 at 12:04 PM
Published on Care Opinion at 12:29 PM

picture of Lesley Bennett

Dear cygnuseq34,

Thank you for sharing your feedback on Care Opinion.

I was disappointed to hear of your experience concerning the wait you had at your recent Outpatient Spinal Clinic appointment on Goderich Street. I acknowledge your frustration at being asked to attend at an earlier time and on your arrival you found the desk was closed. This is not the standard that we would expect at the Royal Perth Bentley Group (RPBG) and I would like to extend my sincere apology for any inconvenience or distress caused.

I appreciate the information provided here will not alter your experience, but hope it provides an explanation regarding the circumstances on the day. The delays you experienced were due to a significant increase in Emergency Department presentations, which affected the availability of doctors within our Outpatient Clinics as doctors were deployed to emergency situations to deal with the demand. I am sorry that this had such a negative impact resulting in lengthy delays for you. Staff will be reminded of the importance of clear communication with patients and their families. To address these issues and to improve access to healthcare, I am pleased to advise that we are currently recruiting a dedicated team of volunteers who will be aligned with our Outpatient Clinics. These volunteers will engage with patients and visitors and be available to provide any support necessary when raising their concerns.

I was saddened to also hear of the confusion surrounding the need for you to have an x-ray. Occasionally, it is not obvious that an x-ray is required prior to your consult, and I am sorry for the lack of insight into your needs at this point. The Outpatient Manager will be happy to discuss this with you directly if you have any further suggestions or queries; you can call them directly on 0404 844707. Alternatively you are welcome to contact the Consumer Engagement Unit on (08) 9224 1637, 8am to 4pm or email RPBG.feedback@health.wa.gov.au.

I would like to fully acknowledge the concerns you raised and can assure you that RPBG is committed to making improvements that prevent this from happening again.

Thank you for bringing this matter to our attention.

Kind regards,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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