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No communication about my results

Posted By geminixr48

"No communication about my results"

About: GenesisCare Fiona Stanley Hospital

(as the patient),

Genesis Care staff and volunteers in Fiona Stanley Hospital were absolutely great. Treated me like a person!

As I live in the Great Southern region, it was arranged that I have a specific blood test done with the results being sent to Genesis and then having a Telehealth meeting with the Specialist dealing with my case.

First Telehealth meeting went okay - it is a great system and saves a lot of travel etc. However, the Telehealth meeting planned recently I feel was a failure on behalf of Genesis Care! The meeting was arranged for mid morning and I waited for over one and a half hours before I finally got the word that the meeting wasn't going to happen and that the Specialist would ring me some time later (still waiting by late afternoon). While waiting, I contacted the person in charge of the Telehealth Centre in my local hospital several times and I believe that they tried to get Genesis to make contact. I rang Genesis in the end and was told it was all off. So, I am still in limbo, not knowing the result of my recent blood test and as to whether the cancer is spreading or not.

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Responses

Response from Care Opinion, Care Opinion Australia 4 years ago
Care Opinion
Care Opinion Australia

Submitted on 22/10/2019 at 12:05 PM
Published on Care Opinion at 12:06 PM

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This response is published by Patient Opinion on behalf of GenesisCare WA:

Dear geminixr48,

Firstly, I would like to thank you for your positive comment about your experience with GenesisCare. Our staff strive to deliver personal and individual care to all patients, and we appreciate your kind words.

I am however sorry to hear of your experience with our oncology service in relation to your Telehealth appointment. We aim to provide all patients with care that is available where and when they need it and is tailored to their particular needs. Telehealth, in particular, is a fantastic way of enabling our specialists to speak with patients that live at a distance or can’t attend their appointment in person. The benefits of this service were not realised as they should have been in the case of your appointment with us.

I wish to express my sincere apologies for the experience you had with your Telehealth appointment. GenesisCare strives to improve our patient experiences, therefore, we’re working with both Telehealth and your local hospital to address the issues that arose and make changes to our processes.

We’re taking the following steps to improve:

- We have requested that Telehealth emails be routed through a more appropriate email address for actioning.

- Our Senior Patient Services Officer has re-inducted the patient services team to make sure every staff member fully understands and follows the process regarding the management of Telehealth appointments, including the importance of queuing them to the doctors’ clinics.

- We will carry out a review of Telehealth appointments to better understand any other issues that patients may be experiencing in order to provide the best outcomes possible for patients in our care.

GenesisCare is committed to learning from all consumer feedback, and our management team welcomes the opportunity to discuss your concerns with you so that we can learn from your experience. If you have any questions and would like to meet or talk over the phone, please contact call us on 1300 977 062 and ask to speak to Louise Coffey.

Kind regards

Louise Coffey

Operations Manager GenesisCare WA Oncology

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