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Referral in the system

Posted By Consumer86

"Referral in the system"

About: St John of God Midland Hospital / Allied Health and Outpatient Department

(as a service user),

I was referred to see a gastroenterologist through the public central referral system and never received an appointment or follow up. 3 years later I contacted the central referral system to see whether I was on a waitlist etc. A staff member told me Midland Gastroenterology accepted the referral and a gastroenterologist read the referral but didn't action it. The staff member apologised and was unsure as to why this happened as they couldn't see any more information, but stated I needed a new referral.

I feel this is not good enough. How do referrals seemingly get lost in the system so often? It was bad enough that I didn't have good experience with a private gastroenterologist follow-up, hence my change to see a new one. Where's the apparent accountability for patient's care and how does this happen?

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Responses

Response from Janet Jones, Director of Nursing, Midwifery and Clinical Governance, St John of God - Midland nearly 2 years ago
Janet Jones
Director of Nursing, Midwifery and Clinical Governance,
St John of God - Midland

Submitted on 8/08/2022 at 2:42 PM
Published on Care Opinion at 2:56 PM

Dear Consumer86,

Thanks for bringing this issue to our attention and I sincerely apologise for any concern caused.

I understand that you contacted our Patient Experience team (PET) for assistance and received clarification around our referral process, along with an assurance that your referral had not been lost. Please do not hesitate to contact us again if you need an update and all the best with any upcoming care.

All the Best,

Janet Jones

Drirctor of Medical Servicem, Midwifery and Clinical Governanance

St John of God Midland Public and Private Hospitals

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Update posted by Consumer86 (a service user)

No, I did not contact the Patient Experience Team (PET), I spoke to the central referral service who I recall stated the Doctor did not action it. When I say the referral was 'lost' I am using it as a general term to say it seems to me there was an error in the system which caused a referral to no longer exist, which I believe is why it happened. How does this happen and who can I speak to to ensure this doesn't happen again?

Response from Janet Jones, Director of Nursing, Midwifery and Clinical Governance, St John of God - Midland nearly 2 years ago
Janet Jones
Director of Nursing, Midwifery and Clinical Governance,
St John of God - Midland

Submitted on 11/08/2022 at 4:22 PM
Published on Care Opinion at 4:47 PM

Hello Consumer 86,

Thank you for the update and please accept our apologies for any confusion.

Please contact our PET on 9462 4901 as we are keen to resolve this issue for you.

All the best,

Janet Jones

Director of Medical Service, Midwifery and Clinical Governance

St John of God Midland Public and Private Hospitals

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