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Care Opinion

Appointment management

Posted By BusyParent

"Appointment management"

About: Carnarvon Community Health Service

(as a service user),

I had an appointment for my toddler to get their 12 month vaccinations. There's normally a wait for the clinician, which is pretty hard when you've got a baby, but I had to leave work, make multiple arrangements to get into this appointment.

After getting there 5 min early, then waiting for 15 min after my appointment time, I noticed the waiting room was empty and it seemed to me no one had come out of the clinic, so I approached reception and asked if the clinician  was still seeing the previous patient. A staff member replied that the clinician was in the dining room.

I knew to have the appointment now would mean further delays, plus the waiting time afterwards to make sure there are no ill effects from the vaccinations, so I had to leave and reschedule my appointment.

Appointments

Appointments


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Responses

Response from Karen Street, Director Population Health, WACHS Midwest about a year and a half ago
We have made a change
Karen Street
Director Population Health,
WACHS Midwest

Submitted on 25/10/2022 at 8:09 PM
Published on Care Opinion on 26/10/2022 at 11:26 AM

picture of Karen Street

Dear BusyParent

Thank you for reaching out to us on Care Opinion.

Vaccination is an extremely important part of keeping your child healthy and well and we appreciate you taking the time to schedule this appointment despite your busy schedule. It appears there has been a breakdown in communication between the reception staff and clinicians and I apologise that this has resulted in you being inconvenienced.

Based on your feedback we have updated our daily preparations to ensure the reception staff are informed of appointments and rostered staff, along with mobile contact numbers for the rostered staff. This will enable them to locate staff should they need to step away from the clinic, for a comfort break or to obtain some supplies. It will also give new staff stepping into the position the information they need to make sure everyone’s appointments are undertaken in a timely manner.

I would be grateful if you would contact me, so I can ensure we have rescheduled your child’s appointment to a time that suits you. My name is Karen Street, I am the Director Population Health and can be contacted on (08) 9956 1962.

Once again thank you for contacting us via Care Opinion and I apologise for not reaching the standard our community rightly expect of us.

Kind regards,

Karen Street

Director Population Health

WA Country Health Service Midwest

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