"Inconvenienced by last minute change in appointments"

About: Ipswich Hospital Laidley Health Service

(as a parent/guardian),

My child had been waiting a long six weeks to have the cast removed. Five hours before the appointment, the Ipswich Hospital called and asked to cancel the appointment and rearrange for a Telehealth appointment at Laidley Hospital. I had already emailed four separate persons about the appointment (Outside School Hours Care, the teacher, the school and the afterschool activity officer), that my child would be leaving school early that day. Despite all this I agreed to cancel the appointment and then sent another four emails to change the arrangments. I had two calls from Ipswich Hospital confirming the appointment time and making me aware I had to arrive at the appointment an hour early so an xray could be taken. After we arrived at the hospital, we were notified there was actually no xray technician on Wednesdays and we should have come in the previous day to get the xray. We then drove into Ipswich Hospital and had the appointment and xray. When we arrived home that afternoon, the appointment letter had been delivered that stated "You may be required to have some tests prior to your videoconference, please contact your local rural facility 3 days prior to your appointment". The original appointment was for 3pm on the day (the cancellation call came at 10am) and the appointment at Laidley Hospital was for 9: 30am a couple of days later. The entire process was extremely disappointing and disruptive. And completely unnecessary.

Responses

Response from Joy Wyatt, Senior Consumer Liaison Officer, Clinical Governance, Queensland Health - West Moreton

Dear Mother36:

We are so sorry to hear of your experience and can certainly appreciate how disappointing it would have been for your child and how frustrating and disruptive it would have been for you.

Like you, we are concerned about the issues highlighted by your experience and we would like to further evaluate the treatment provided to your child. Your post has also highlighted a problem in our system and we will be reviewing the processes with a view to improving the service we provide to our patients in the rural areas.

We would be grateful if you could contact us directly to discuss the events - please be assured your call would be welcome and we are sincere in our offer of asistance. You can call the Consumer Liaison Service on 0409 275 503.

At West Moreton we welcome and value consumer feedback because it helps us to review and improve the services we provide to patients, their families and our community. As such, thank you for taking the time to share your story with us. Wishing you and your child good health for the future.

Kind regards

Consumer Liaison Service

West Moreton Hospital and Health Service

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