"First scan for pregnancy"

About: Hedland Health Campus

(as the patient),

I went into Port Hedland Hospital and went to the front desk to ask where I needed to go as this was my first time at the hospital. I stood at the reception desk and waited for the people behind the desk to stop talking about their weekend plans and to even acknowledge that I was even there. I ended up having to politely interrupt and asked where I needed to go for an ultrasound. The lady behind the desk looked at me and pointed in the direction I needed to go. I thanked her and went on my way. 

This was not a good first impression of the hospital and left me feeling skeptical about the care I would receive during my pregnancy. 

Then I went into the ultrasound room and was asked to hop up on the bed. I had my ultrasound done very quickly and I asked for him to confirm that there was only one fetus. He said yes and very healthy. I felt relieved. I asked are you absolutely positive there is only one? He then asked me why I would think anything different. My past history was having a previous set of twins which increased my risk of having twins/multiple birth and the other was my age factor. He begrudgingly had another look and it was upon this second ultrasound that I saw the two sacks instead of just the one fetus. I was crushed. 

Responses

Response from Penny Curtis, Clinical Risk Manager, Patient Safety & Quality, WA Country Health Service (WACHS) Pilbara

Dear Scan,

I’m sorry to hear that you had two negative customer service experiences in your visit to Hedland Health Campus for your ultrasound. Thank you for taking the time to provide feedback as this helps us to improve our customer service at reception and to pass on feedback to WA Sonography, who provide WA Country Health Pilbara with Sonography staff.

I understand that we have your contact details via other feedback processes and the Operations Manager at Hedland Health Campus Brian Wilson has left a message on your mobile today 30/10/2017. Please feel free to give Brian a call back on (08) 9174 1040 or alternatively via email brian.wilson@health.wa.gov.au

Thanks again for your feedback and all the best wishes with your pregnancy.

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Response from Penny Curtis, Clinical Risk Manager, Patient Safety & Quality, WA Country Health Service (WACHS) Pilbara

Dear Scan,

I’m replying to keep you informed of actions we have taken as a result of your feedback on Patient Opinion. In the last week your feedback has been shared with customer service staff at Hedland Health Campus. The Operations Manager Brian Wilson has spoken with customer service staff about the importance of responding to members of the public promptly when providing counter service. Brian was able to share your Patient Opinion post and how you had a negative first impression of the hospital as customer service staff were talking about their weekend plans rather than acknowledging and serving you. Your experience helped staff view customer service from the consumer perspective.

Our Senior Medical Imagining Technologist has contacted WA Sonography, who provides our Sonography service at Hedland Health Campus, and will work with them to address the issues you raised. I’ll update you on any further progress on this.

If you wanted to get in further contact your call or email would be very welcome. Brian Wilson the Operations Manager at Hedland Health Campus would really like the opportunity to investigate further, in particular in relation to further details relating to the service you received in Medical Imaging and can be contacted on (08) 9174 1040 or in writing if that is more convenient Brian.Wilson@health.wa.gov.au We respect your decision if you decide not to make further contact and have already made some improvements by education provided to customer service staff.

Kind regards

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Response from Penny Curtis, Clinical Risk Manager, Patient Safety & Quality, WA Country Health Service (WACHS) Pilbara We have made a change

Dear Scan,

It is good to hear that you are receiving maternity care in the Kimberley and best wishes for your pregnancy.

Sonography WA provides a contracted service to WA Country Health at Hedland Health Campus. WA Sonography has passed on that they strive to provide a good service to their patients and are sorry that this was not your experience on this occasion. As a result of your feedback the owner of WA Sonography has now requested staff that at the end of each examination to ask each patient whether they had any questions or if there was anything further the patient wishes to know. This can hopefully improve Sonographer and patient communication in future.

Thanks again for using Patient Opinion. We have a lot to learn from experiences our consumers share with us. Thanks again for taking the time to do so.

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