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Missed appointment

Posted By cruxgy35

"Missed appointment"

About: Royal Perth Hospital

(as the patient),

I live in Karratha and am recovering from a major bicycle accident. I was treated at RPH but had been home for a few weeks.

I had a booking for Telehealth, originally on a certain date but shifted back to about a month later at a set time in the morning. Unlike my previous appointment no-one called me.

I rang RPH Outpatients Direct after waiting 45 minutes and was told the doctor could be 2 hours late - but no contact at all was made.
I rang RPH Outpatients Direct the next day and was informed I was a “No-show”. They considered I was to be face to face in spite of calls saying I was in Karratha and a text 2 days prior confirming a Telehealth appointment. 
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Responses

Response from Sandra Miller, Executive Director Safety Quality & Consumer Engagement, East Metropolitan Health Service 11 months ago
Sandra Miller
Executive Director Safety Quality & Consumer Engagement,
East Metropolitan Health Service

Submitted on 22/05/2023 at 2:41 PM
Published on Care Opinion at 3:16 PM

picture of Sandra Miller

Dear cruxgy35

It was disappointing to read of your wait to receive your telehealth outpatient appointment and subsequently being notified that you are recorded as missing this appointment, and I acknowledge the frustration and distress this caused. This is not the level of patient-centred care we aim to provide at the Royal Perth Bentley Group and I would like to convey my sincere apologies for your disappointing experience.

It is difficult to comment further without knowing your particular details; however the Outpatient Manager has indicated that she would like the opportunity to investigate this further for you and can be contacted via the main switchboard on 9224 2244. The Consumer Engagement Unit can also be contacted on (08) 9224 1637, 8am to 4pm Monday to Friday or email RPBG.feedback@health.wa.gov.au if you require any additional assistance or have any new concerns.

We are committed to providing the highest quality of health care we can offer for our patients and I would like to sincerely apologise that in this instance you are not experiencing this.

Thank you for sharing your story on Care Opinion, and I wish you all the best in your continuing recovery after your accident.

Kind regards,

Sandra Miller

A/Executive Director

Royal Perth Bentley Group

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