"About the phone call"

About: Broome Health Campus

(as a parent/guardian),

My child was referred to a specialist by the GP (Kimberly Medical Group) around three month ago as he has multiple allergies. I got a phone call from a the lady told me there is a specialist coming and did I want to book my child in. I said to her I would call her back the next day as I had an issue with my child's medicare number.

I called back to this number and a different lady answered. She said that my child's name is not under the system. There is no allergy specialist coming and she can not help me. I felt that she was saying - sorry this is end of story and bye bye. I tried to tell her what the lady who previously called me said and tried to find out which specialist is coming to the centre. She was not helpful at all and very emotional (I believe she decided that I am not worth helping and wanted to finish our conversation ASAP? ).

So why did I get the phone call? I just can not understand.I did call the GP and asked if they can do anything about it and am still waiting their response. I will try to call the number again in the hope that the lady who previously called me will pick it up next time.


Response from Margi Faulkner, Operations Manager, Broome, WACHS - Kimberley

picture of Margi Faulkner

Good Morning Kiwibird,

Thank you for taking the time to post this story for us. I do apologise for the conflicting information you have received from Broome Hospital.

It looks like your conversations were with staff from the Specialist Clinic. In order to confirm this and better investigate what has occurred, as well as to ensure an outcome for you and your child, I would encourage you to contact me directly on 0417 987 724 or Margi.Faulkner@health.wa.gov.au. This way you can provide me your own, and your child's details, so I can follow up on the referral and booking specifically, and your details are not published publicly.

I look forward to hearing from you.

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Response from Margi Faulkner, Operations Manager, Broome, WACHS - Kimberley

picture of Margi Faulkner

Hello again Kiwibird,

I understand you made contact again with the Specialist Centre at Broome Hospital who arranged the required appointment for your child. I do hope that went well and your child is recovering.

I also want to thank you again for sharing your experience of our communication and referral management processes. I passed this on to the Specialist Centre Coordinator and Administration Manager in order for them to review the processes that led to your experience. You described delay in addressing your referral as well as discussions with different clerical staff who had different information about your case and child's care plans.

I am very pleased to report that the team got together to review their referral management and communication processes. They identified several steps in their processes that led to your experience and the potential for that to be replicated for others. Together they have made changes to those steps to better ensure patients and carers are able to talk to the person with the right information.

At Broome Hospital we are all committed to providing the best experience possible for patients and carers. Thank you for your assistance in improving our service delivery to better meet this aim.


Margi Faulkner
Broome Hospital Operations Manager

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