"Very poor customer service at dental unit."

About: Sale Hospital

(as the patient),

I have received very poor service from one member of the administrative staff at the Sale Hospital Dental Unit. That person needs to be given better training in customer relations. As a relatively new retiree trying to make inquiries about a service and then attempting to access those services, I do not expect to receive such patronising and ignorant behaviours from someone who appears to have overstepped their role in the types of questions they asked, and in the way they responded defensively toward reasonable questions about health consumers' rights. In addition to that, I would not recommend the particular service that I was trying to access to other customers. I wasted the best part of the year only to receive an unsatisfactory product.

Responses

Response from Frank Evans, Chief Executive Officer, Central Gippsland Health We are preparing to make a change

picture of Frank Evans

Dear 123

I was disappointed and concerned to read your story. I am very sorry that your experience with our service was an unsatisfactory one.

What you have described is certainly not the standard of service we are striving for.

We are currently talking to the Cognitive Institute to bring "Treating Patients with C.A.R.E. (Connect, Appreciate, Respond, Empower)" training to all our front line staff. The training provides practical communication skills for frontline staff to support their communication in a manner consistent with our values and in particular to be welcoming, caring and supportive.

I would like to be able to investigate your story more thoroughly and would welcome more information from you. If you would be happy for me to do so, I can be contacted on 51438319 or by email at frank.evans@cghs.com.au

Kind Regards

Frank

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Response from Frank Evans, Chief Executive Officer, Central Gippsland Health

picture of Frank Evans

Dear 123

I have received some general feedback from the Manager of the Dental Service as well as the Director Community Services regarding customer service. They assure me that the Dental Team participated in customer services training in the past and will also attend the front line staff training that I spoke about in my initial response – titled Treating Patients with CARE (Connect, Appreciate, Respond, Empower). We have also conducted an organisation-wide Health Literacy Self Assessment, and an improvement plan is being developed. One aspect of Health Literacy is to make sure we enable our clients to be the key decision maker and to genuinely participate in their care.

Please feel comfortable contacting me, if you are happy to provide me more details or if you would like to discuss anything further with me on 51438319 or by email at frank.evans@cghs.com.au.

Kind regards

Frank

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Response from Frank Evans, Chief Executive Officer, Central Gippsland Health We have made a change

picture of Frank Evans

Dear 123

I am keen to provide you with some further feedback about communication training at Central Gippsland Health. Late last year we engaged with a training organisation that specialises in communication training and over 800 staff participated in communication training, including me. We provided feedback to the training organisation as we completed each training module. The feedback we provided will form the basis for a communication charter for the health service.

I am confident that the training has already made a difference and once our Communication Charter is in place we expect to see even further improvement.

We are confident that our Communication Charter together with our Person Centred Care Project and associated training program will be transformational for Central Gippsland Health.

I have also recently facilitated a team development workshop for the dental team and their managers. We have a number of new and enthusiastic staff in our dental service and I really enjoyed spending time with them.

I hope you have now received the dental care you need. If I can be of any assistance to you please let me know.

You can reach me on 51438319 or by email at frank.evans@cghs.com.au.


Kind regards

Frank

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Update posted by 123 (the patient)

Thank you to the CEO for his assistance. I think his patient centred, action research approach for continually making improvements at the hospital is exemplary. I hope the dental unit can be included in the patient feedback arrangement that the hospital has for its patients.

Updates, changes and questions related to this story

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