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Care Opinion

Service quality...again

Posted By needsamakeover

"Service quality...again"

About: Fiona Stanley Hospital

(as a relative),

I called the main switchboard to find out how my parent is doing as they had been taken by ambulance to FSH after collapsing at home. The seemingly drab sounding staff member who I felt sounded like they really didn't want to be there put me through and I immediately came back to them with them telling me the line was busy, that they had other calls in a queue they had to take so sorry call back! I felt it was such bad service again.  We didnt want to go to FSH after a horrific experience this year but I felt unfortunately for us a different hospital was not accepting any more gereatic patients that day.    Based on our experience, we cringe at the word FSH. I feel someone needs to do something about the workforce and lack of communication!  Happy to talk to the chief executive directly about this.,, First line of the hospital and in my opinion, poor from the start.  

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Responses

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service 17 months ago
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service

Submitted on 29/11/2022 at 2:26 PM
Published on Care Opinion at 5:19 PM

picture of Neil Doverty

Dear needsamakeover,

I am sorry to read that your elderly parent is unwell and required an admission to Fiona Stanley Hospital (FSH) via ambulance.

I am also sorry that you were unable to get through to their admitted ward when you telephoned for an update on their medical situation. Helpdesk staff can take 400-500 calls per shift and we will share a reminder with Helpdesk staff around how they may be received (for example, their tone of voice).

I am sorry that the ward telephone was engaged at the moment you tried to phone. I would have also suggested that you phone again later. If there are issues with the clinical care your parent is receiving, then I do urge you to escalate these care concerns via our Patient and Family Liaison service;

(08 6152 4013 or FSHFeedback@health.wa.gov.au).

Particularly in relation to the “horrific experience” you received earlier in the year, we do value feedback, and if something went wrong then we need to know. This allows us to formally investigate to reduce the chances of similar events occurring again.

Our Patient and Family Liaison service are also able to work with you to leave a message for a call back if you are unsuccessful in getting through to the ward again.

I wish your parent a speedy recovery.

Kind regards,

Neil Doverty.

Group Executive Director

Fiona Stanley Fremantle Hospitals Group.

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