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"Covid-19 vaccination"

About: Geraldton COVID Vaccination Clinic

(as the patient),

Recently, I accompanied my friend to the Geraldton Community Health Centre. My friend was receiving their booster vaccination in the afternoon. 

I asked the staff member at the front 'desk' (first point of contact) when the Novavax vaccine would be available and if I needed to give my contact details as I was wanting this vaccine. I was questioned as to why I wanted or needed this vaccine (rudely, I felt) and I recall they told me I should just go in now and get what's available because I'll regret it if I don't.  

I told the staff member that I had made an informed decision to have Novavax and didn't want the other two vaccines on offer. I recall they then told me I should talk to a nurse so that I could weigh up my options. I told them I didn't need to talk to a nurse as my family are all medical professionals and that I was making an informed decision. I recall they then asked me why I wanted that one and not the others, I replied 'for medical reasons', they asked what medical reasons.  

I understand this staff member was not a nurse or medical receptionist. I opted not to tell them what my medical reasons were, that's private information. I asked them again if I could leave my contact details or should I keep an eye on the website for availability dates (Novavax had been approved and ordered by the Government), their reply was, we are not getting it in.

This was an embarrassing experience for me (I recall there were at least 7 other people close by) and I left feeling 1. angry for being spoken to in what I felt was a demoralising manner and 2. gobsmacked that someone with seemingly little knowledge would, I feel, confront and question a customer like that. Totally inappropriate behaviour in my opinion.

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Responses

Response from Kumar Deep, Operations Manager- Gascoyne, WA Country Health Service 2 years ago
Kumar Deep
Operations Manager- Gascoyne,
WA Country Health Service
Submitted on 9/02/2022 at 12:36 PM
Published on Care Opinion at 12:57 PM


picture of Kumar Deep

Dear pictorep54,

I am very sorry for your experience and that you left our health service feeling embarrassed and upset. Good communication is a vital part of being able to provide high quality care in our community and I will discuss your concerns with the COVID-19 vaccination reception staff.

Novavax will be available from local GP Clinics or Pharmacies towards the end of February, you may wish to make contact with them for up to date information. Timely communications will be distributed in the community when Novavax will be available at WA Country Health Service COVID-19 Vaccination clinics.

Your feedback is highly valued at WA Country Health Service Midwest because it allows us to identify how we can make improvements in the care and experience we provide for all consumers. Please be assured that we are willing to address any concerns and provide the best possible service to all.

I would be grateful if you would contact me directly to discuss the issues you have raised. Your call would be welcome, and your concerns still addressed anonymously if you wish. If you would like to do this, please phone me on 9956 8673.

Best regards

Kumar Deep

Regional Lead – COVID Vaccination

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