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Care Opinion

Outpatient booking

Posted By blackbirdtr38

"Outpatient booking"

About: Fiona Stanley Hospital / General Outpatient Clinics

(as a parent/guardian),

Based on my experience, I felt there were very rude people who talked over me and don't listen.

I rang to ask about my child being on the waitlist and a staff member who I felt was uninterested from the outset. I recall they spoke over me and wouldn't stop to listen to what I wanted to ask. Eventually I asked for them to stop talking over me and let me finish what I was saying. When transferring I asked the staff member for their name the phone was hung up.

I had to call back and go through the whole thing again. After finally advocating and having the second person say that as I understand it, I should go private and 3 year wait times are just the beast and they couldn't escalate anything they couldn't do anything I just had to accept if I didn't want to pay. Eventually got put through to family liaison who were great and did work to see what the problem was and at least get some answers.

In my opinion, outpatient booking were not customer friendly and didn’t seem interested in hearing the issue and seeing what needed to happen.

Appointments

Appointments


Staff attitude

Staff attitude


Being listened to

Being listened to


Explanations

Explanations


Being given time

Being given time

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Responses

Response from Kellie Blyth, A/ Executive Director, Peel Health Campus transition, South Metropolitan Health Service nearly 2 years ago
Kellie Blyth
A/ Executive Director, Peel Health Campus transition,
South Metropolitan Health Service

Submitted on 4/10/2022 at 6:56 PM
Published on Care Opinion on 5/10/2022 at 10:00 AM

picture of Kellie Blyth

Dear blackbirdtr38,

Thank you for taking the time to provide your feedback. The interaction you describe does not meet our usual standard of respectful and professional communication and I am very sorry this was your experience with our organisation. I am glad to read that the Patient and Family Liaison team were able to assist with some answers for you.

To provide further clarity around outpatient referrals, they are triaged into three categories based on clinical urgency, to ensure that people are seen according to priority. As higher priority referrals are received they are allocated appointments before those of a lower priority, which may unfortunately result in extended wait times. If you are concerned that your child’s condition is worsening, I would encourage you to seek another GP review who, if required, can update information in your referral.

Again I apologise for how you were spoken to, and I hope this information is helpful.

Kind regards,

Kellie Blyth

Executive Director

Fiona Stanley Fremantle Hospitals Group

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