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Day procedure

Posted By lyradp67

"Day procedure"

About: Bentley Hospital / Day Surgery Unit

(as a relative),

Mostly positive experience after my partner’s endoscopy and colonoscopy. I do have a couple of points to feedback. 

- I believe a notice/instruction for patients to “sign in” at reception before presenting to the DSU would make things more streamline. 
- I recall I was completely ignored by the ward clerk when I returned to pick up my partner. Like literally standing at the desk for some time. Doesn’t reflect positively to me, sorry. 
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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group last week
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 19/04/2024 at 12:04 PM
Published on Care Opinion at 1:08 PM

picture of Ben Noteboom

Dear lyradp67,

Thank you for sharing your story on Care Opinion as it is invaluable to know what areas we need to improve in as well as areas that we are doing well in.

I am pleased to hear your partner’s endoscopy and colonoscopy procedure at Bentley Health Service (BHS) was predominately a positive experience. I will ensure this is relayed to the Day Surgery Unit as staff take pride in their work and enjoy hearing this type of feedback.

However, I was disappointed to hear you felt ignored by the ward clerk and agree, this certainly does not portray a welcoming environment, nor meet the hospital’s expectations of providing outstanding service. Please accept my apology for this poor encounter. The Clerical Coordinator at BHS has been advised and will ensure their staff is reminded of the importance of appropriate customer service.

You suggestion regarding signage instructions at reception has been forwarded to the BHS Nursing and Site Director for consideration. We appreciate your thoughts on this matter.

Thank you again for bringing this to our attention and I trust your partner is doing well.

Best Wishes,

Ben Noteboom

Executive Director

Royal Perth Bentley Group

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