"Time can be very boring and goes slowly without a TV."

Thank you for such a prompt response to my comments.

It is greatly appreciated that the issues mentioned have been escalated by the unit although I feel it is of concern that there are some delays with getting access to the service provider. Being such a large corporation if a provider is not giving the service that should be appropriate perhaps their contract should be inspected for breaches or whether a renewal of contract should be considered, in my opinion!

As for the staff, they almost make it worthwhile having to undergo dialysis! From the Nurses (with their inimitable patience and never-ending smiles) to Reception and the HSA’s – they make our “incarceration time” far more pleasant and personally I would love to see them all receive a large pay rise‼

Whilst I have your ear, a couple of small problems you may be able to address. Firstly there appears to be a distinct lack of wheelchairs. Unfortunately I am not able to walk the distance to Dialysis so I need to wait for an HSA with a chair. Sometimes that can take up to 25 minutes, which means I am late for treatment. I cannot overcome this with my transport to the hospital, which is set down by the Volunteer Service.

Whilst we are on transport – the second problem is that Ellenbrook is regarded by Sir Charles Gairdner Hospital as not being “in the Metropolitan area”. I feel we are just as metropolitan as Karrinyup, Kingsley or Greenwood. We have the new Tonkin Highway open and, in a few weeks the final link to Ellenbrook will be open. Every time one of your transport staff have used this statement it makes us feel detached from the world! Could you please, please consider joining us to the “Metropolitan area” so we don’t feel so divorced.

Many, many thanks for your time – I must admit I was not expecting a reply and certainly not from someone in your position who must be extremely busy. Despite these small problems overall I have to say the hospital, staff and service are quite wonderful – in all my (numerous) visits I have only come across one staff member who was not pleasant (not in Dialysis I hasten to say), although the food and parking are other areas altogether!

Thank you for taking the time to listen – you have no idea how much this has restored my faith in knowing that someone “in charge” is listening!

Kind regards,

The Waiting is Hard

Again, thank you for your prompt response, I am so impressed that we at least feel that our feelings and concerns are being heard.

Regarding the TV's you are obviously still having problems with the service provider - a week later and the one TV in question has not been attended to.

Concerning the wheelchairs I was rather hoping that funds might be available to purchase more chairs. Unfortunately you cannot improve access if there are not the tools available.

I fully appreciate that transport is run by volunteers but with the ever increasing boundaries of the "metropolitan area" I would have hoped that the hospital would have started to look at this problem. It is a brilliant service but it must take into consideration that in the further areas there are patients who, at times, are unable to access affordable transport for necessary appointments. To take this further I will take your advice and contact the Patient Liaison services.

Kind Regards,

Dear Janet,

Your reply is appreciated and the contents are more than welcome. On behalf of the patients in Dialysis please pass on our very grateful thanks to the staff and especially to the Contractor who used his own time - it restores faith in humanity when this happens.

I am so impressed with the response to this "minor" problem, it proves that this system is working extremely well.

Thank you for your competence and expertise in this matter, I am enormously grateful.