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Care Opinion

Member of staff

Posted By hawkde83

"Member of staff"

About: South West Health

(as the patient),

Arrived to an Outpatients check in desk to give my name.

I asked the person after check in if they had received my referral at which point an older member of staff interrupted that if they hadn’t I wouldn’t have got an appointment would I. I responded in a jokey way that this was correct but I was miffed that the staff member seemingly butted in, I felt it had nothing to do with them 😠. I believe even the person checking me in looked at them.

This was my second interaction with this member of staff. Negative both times.

When I first went into the clinic a few weeks prior to see if I could find out where the diabetic nurse was now located it was very quiet. They informed me that they had been there for a while (which was a surprise to me) and ‘they’ would like to keep it that way. I was not looking forward to returning there in case the staff member was at work to be honest.

And yes I know it happens to us all but it seems to me they are front of house. The staff member might be the only interaction a person has for their day 🙄🙄

The new style of these clinics is a wonderful initiative . Didn’t wait long for either of my appointments and the diabetic nurse Susan was fantastic and I look forward to seeing her again. Other staff I met were positive and pleasant.

The other staff member I have described let’s it down I’m afraid 😞

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Responses

Response from WACHS - South West about a year and a half ago
WACHS - South West

Submitted on 21/11/2022 at 5:37 PM
Published on Care Opinion at 5:45 PM

Dear hawkde83,

Thank you for providing feedback on your recent outpatient experience at outpatients. I am sorry you did not receive the customer service you expected when attending outpatients. We pride ourselves on providing positive customer service and understanding our patients' experience. Your feedback is essential to understanding where we can improve our customer service.

Bunbury hospital has embarked on a project to maximise patients' experience when they visit our outpatient facilities. We are embarking on customer service training for all of our frontline staff and this will form part of ongoing, regular training for our frontline staff.

Thank you for your kind feedback regarding the new style of clinics, and I will pass on your feedback to the staff in the diabetes clinic.

Your care is important to us. If you are comfortable discussing your experience and would like to talk to someone, don't hesitate to contact me, Steven Elvy, at 0437 850 073 or the Customer Liaison Officer at 9722 1521. Once again, thank you for providing feedback on this issue, as it allows us to improve our service delivery and meet the needs of our patients.

Steven Elvy

Outpatients Manager

WA Country Health Service – South West

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