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Care Opinion

Disorganisation and rudeness

Posted By aragb38

"Disorganisation and rudeness"

About: Sir Charles Gairdner Hospital / Hepatology Department and Liver Transplant Service

(as a service user),

I feel outpatient care is disgraceful, waiting in waiting room for hours on end. In my experience no follow up, I feel no care for patients - just in and out. Noone seems to know anything has to ask other drs. Poorly run department in my opinion. I believe staff I saw in administration were inexperienced and telephone staff I spoke with were rude. Disappointing to watch a loved one endure this whilst already dealing with such a life-threatening illness. I feel no compassion displayed at all. No option to go private, have to stay and deal with what I believe is poor care because the alternative is ………

In my experience, inefficient - missed appointments, wrong appointments, phones constantly engaged, no continuity of care and poor level of follow and out patient care

Wrong phone numbers on my care app

Wrong numbers sent in text messages

So long waiting in waiting rooms for drs. Seemingly charting in corridors while we wait.

Unorganised in my opinion.

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Responses

Response from Jodi Graham, Executive Director, Sir Charles Gairdner Osborne Park Health Care Group 8 months ago
Jodi Graham
Executive Director,
Sir Charles Gairdner Osborne Park Health Care Group

Submitted on 17/08/2023 at 11:46 AM
Published on Care Opinion at 12:49 PM

picture of Jodi Graham

Dear aragb38,

I would like to extend my sincere apologies for the experience you and your loved one had in our Hepatology outpatient department. It saddens me to read of your disappointment and of the poor service received.

As a health service we take complaints very seriously and we acknowledge the importance of addressing any concerns as soon as possible, so thank you for bringing this to my attention.

We currently have established a working group who will be reviewing and investigating the environment of the clinic and how to make this more patient focused welcoming area.

The staff are currently reviewing the clinic lists and number of appointments booked per day to ensure the clinics are not overbooked therefore reducing patient waiting times.

I thank you for taking the time to provide us with your valuable feedback and I hope the next time you visit SCGH your experience is more positive.

Warm regards

Jodi Graham

Executive Director, SCGOPHCG

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