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Care Opinion

Communication

Posted By uniformwr45

"Communication"

About: Fiona Stanley Hospital / General Outpatient Clinics

(as a carer),

I phoned regarding an outpatient appointment at FSH in April. No appointment was listed in the Manage My Care app, no notifications received. I was told on the phone of the date, and told a letter would be sent. The date doesn't suit, so I was then told a new letter would be sent.

My query/concern is - why is a health system that is so technologically focused still using snail mail to advise of appointments?

We then had a visit regarding My Aged Care, and told a "letter would be sent". 

Australia Post has reduced it's services, and the cost is now $1.50/letter. That cost does not include printing, paper, and staff labour time. In my opinion, The rough cost of each letter would be close to $5. I believe for all WA Health Services mailing letters to patients across the state, the budget line item for postage & stationary needs to be investigated. 

In 1990, Commonwealth Government Department of Social Security stopped staff pursuing debts of under $50 due to the cost of postage, stationary and labour. I feel this is an example of the wastage of money that the Health Department is currently experiencing by this antiquated habit of posting letters for appointments. Please update the system and release those funds to far more important areas.

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Responses

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service last week
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service

Submitted on 26/04/2024 at 12:35 PM
Published on Care Opinion at 2:12 PM

picture of Neil Doverty

Dear uniformwr45,

Thank you for taking the time to share your feedback about your recent experience with Fiona Stanley Hospital as an outpatient.

I acknowledge the effort patients make to ensure they attend appointments on time and the importance of being informed with their health care journey. Given this, it is disappointing to hear of the difficulties you experienced making initial enquiries about your outpatient appointment.

It is absolutely fantastic however that you are using the Manage My Care app to track and manage your clinic appointments – thank you for being proactive. While Manage My Care continues to be a huge asset to many, along with our SMS system we do have a large cohort of the community who are unable to access the app as well as those not comfortable using a mobile phone.

To give you a little more context around your suggestions, WA Health Public Outpatient Clinics are required to provide written notification of appointments, both the appointment details and other essential health information.

Unfortunately, it is not feasible to send large amounts of information via SMS text and WA Health policy does not support sending unencrypted patient identifiable data via email.

The WA Health appointment management system we use does not currently have the capability for automated sending of appointment letters via email.

Thank you again for providing us with your honest and valuable feedback and I wish you all the very best with all of your upcoming appointments and health care.

Kind regards,

Neil Doverty.
Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service

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Update posted by uniformwr45 (a carer)

I believe the WA Health Service is one of the most technologically advanced in Australia. I served as a community advisor for 16 years and previously as a consumer representative. From that experience I know that very important and sensitive data is emailed.

I support password protection or other safeguards however I do not accept that appointment times cannot be emailed to patients.

I would like this progressed as it is both an inconvenience to patients and a major cost burden to the Health Service.

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service last week
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service

Submitted on 29/04/2024 at 4:54 PM
Published on Care Opinion on 30/04/2024 at 8:47 AM

picture of Neil Doverty

Dear uniformwr45,

Thank you for your response. Unfortunately, FSH is unable to further assist with your query. The appointment management system (WebPAS) is governed by WA Department of Health (WADoH) and operates across Western Australia. Progression of any changes or enhancements within the system and/or the WA Health ICT policy, can only be made by WADoH. Individual sites cannot make changes in isolation.

I can confirm that the FSFHG Outpatient Manager will forward your comments to the Outpatient Reform Team governed by the WA Department of Health (WADoH).

Kind regards

Neil Doverty

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Update posted by uniformwr45 (a carer)

Thank you again.

Can you please raise this issue with the department? I will email contacts there and within WACHS to ensure change occurs.

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