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Extremely rude staff

Posted By magpiecs64

"Extremely rude staff"

About: Kalgoorlie Health Campus / Kalgoorlie Outpatient Clinic

(as a service user),

My child had an appointment which had been confirmed as a phone appointment, which was great, however I missed the call. Upon calling back, I called the outpatient clinic (the same number that called) to confirm that appointment, which is where it all went pear-shaped. I found the staff member was so rude without explaining the paeds clinic had moved to the visiting specialist clinic. They abruptly transferred the call mid-sentence straight to the hold tone and then voicemail saying you have contacted the visiting specialist clinic. I hung up and called the number back and the exact same thing occurred, no explanation just straight transfer and voice mail.

I thought well maybe I need to contact the switchboard, which I did, and only then the staff member explained the clinic had moved. I explained what had happen and the staff member tried the visiting specialist with no luck so I asked to be transferred to inpatient ward as I needed to speak to the Dr. Inpatient gave me the number for the visiting specialist and I had luck transferring, which the clerk Jill was lovely, super helpful, and the Dr called back. But I found it was extremely traumatic when trying to deal with the initial staff member, so rude with no patient care in my opinion.

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Responses

Response from Peter Tredinnick, Executive Director, Regional Office, WACHS Goldfields 3 years ago
Peter Tredinnick
Executive Director, Regional Office,
WACHS Goldfields

Executive Director WACHS Goldfields

Submitted on 3/03/2022 at 1:32 PM
Published on Care Opinion Australia at 1:58 PM

picture of Peter Tredinnick

Dear magpiecs64,

Thank you for taking the time to share your story. Firstly I would like to sincerely apologise for the behaviour of the outpatient clinic receptionist. As Care Opinion is an anonymous platform for our consumers to share their experiences I am unable to review the incident and identify an individual staff member to speak with. However, the Business Manager of Kalgoorlie Hospital will speak with administration staff in the outpatients department and provide training in communication skills and the importance of providing a compassionate and caring service to the community. These are core values of WA Country Health Service (WACHS) and we expect these values to be upheld by our staff at all times. From the information provided in your story, I can confirm there was a clear lack of communication to yourself, the child’s carer about the paediatrics clinic being moved to the visiting specialist clinic. If this had been communicated clearly in the first instance, this incident would have been avoided. I sincerely apologise for the distress and frustration this has caused you.

I am pleased to hear that some aspects of your experience were positive, that our staff member Jill was polite and helpful and that the Doctor was able to make contact with you for your child’s appointment. I would like to thank you for sharing your experience and to reassure you that we expect all of our consumers to be treated with dignity and respect by our teams who are providing care, I hope that any future interactions with our service are much more positive.

Kind regards

Peter Tredinnick
Regional Director
WACHS Goldfields

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