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Appalling Phone Manner

Posted By Mad_A_Lot

"Appalling Phone Manner"

About: Albany Health Campus / Emergency Department

(as a parent/guardian),

I was returning an urgent call I had received from a doctor in charge of the Emergency Department at the Albany Health Campus in WA.

From the outset, it seemed the person answering the phone was annoyed that my call had interrupted them from doing something. 

They would not put me through to the emergency department and I felt they started grilling me like a detective or like a fraud investigation officer.

I felt rudeness personified, anger and aggression like I have rarely seen of such magnitude, and then, I recall, in a raised and demanding voice told me to not waste their time as they were busy.

Then they abruptly hung up on me.

I stared at my phone gobsmacked and stunned.

This director of first impressions left a lasting impression on me that was appalling and I will now, in turn, reciprocate by informing the CEO, the WA Country Health Service, the health minister, the government, the opposition, and the world.

I believe the rest of my day will now be great as I have met my one nasty person for the day.

By the way, at the time of writing this I still have no idea what the Doctor wanted urgently and on my way up to the hospital to find out . . .  

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Responses

Response from Jennifer Thompson, A/AHC Director, Regional Office, WACHS GS nearly 2 years ago
Jennifer Thompson
A/AHC Director, Regional Office,
WACHS GS

Overseas the operation of the smaller hospitals in the Great Southern

Submitted on 25/07/2023 at 11:24 AM
Published on Care Opinion Australia at 11:27 AM

Dear Mad_A_Lot,

Thank you for sharing your story on Care Opinion. I am appalled that you experienced such rudeness when you were returning a telephone call and would like to offer you my most sincere apologies. I have arranged to meet with the switchboard team and their manager to discuss our expectations with regard to customer service. Our staff undertake orientation and training to ensure they courteously and efficiently redirect callers to the appropriate staff member. Your experience is certainly not in keeping with our expectations and the rude exchange is unacceptable.

By posting your story on Care Opinion, the most senior WA Country Health Service Great Southern and Albany Executives are now aware of your experience and are reviewing options for further training for frontline administrative staff.

I am relieved to hear that you are returning to the Hospital for care and again, sincerely apologise for your treatment. I wish you all the best for your ongoing good health.

Yours sincerely

Jenny Thompson

Director, Albany Health Campus

WA Country Health Service Great Southern

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