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"Reception staff"

About: Kimberley Country Health Service

(as the patient),

My experience recently was a very upsetting and degrading day. I have spent two weeks recently trying to get an X-ray of my foot to get it reviewed by my surgeon in Perth but I haven’t been able to do it in at my local health service, I feel, because of the reception staff.  

I waited for an hour in my first attempt and the X-ray staff member wasn’t even in the hospital and they seemingly didn’t bother telling me until I asked them how long it would take. I came back later that day and waited another half an hour before going to lunch. Turns out somebody was sick that day but they seemingly couldn’t be bothered telling me that either.

I went in again more recently and sat there waiting while lots of people seemed to go in ahead of me. I asked how long it was going to take and this staff member told me they’d lost my referral. They made me wait an hour before telling me they’d shut 20 minutes ago and not to come back because I’d missed four appointments! I never made any appointments!

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Response from Sue Phillips, Regional Director of Medical Services, WA Country Health Service Kimberley 5 months ago
We are preparing to make a change
Sue Phillips
Regional Director of Medical Services,
WA Country Health Service Kimberley

Manages the Medical Services across the Kimberley region

Submitted on 16/08/2022 at 10:25 PM
Published on Care Opinion on 17/08/2022 at 9:09 AM

Dear Bilbj44,

Thank you for sharing your upsetting experience.

I can appreciate how frustrating this experience must have been. On behalf of the health service, please accept my apology that your diagnostic test was delayed by inefficient clerical processes.

Your feedback has prompted a review of the systems being used to manage appointments and referral documentation, and a review of how our staff are monitoring the waiting room and communicating with our patients.

We value feedback that allows us the opportunity to improve our service. Thank you for taking the time to post your story.

Kind regards

Sue Phillips

Regional Medical Director

WACHS Kimberley

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