"Communication regarding cancelled clinic"

About: Princess Margaret Hospital for Children

(as a parent/guardian),

My child is a regular patient at PMH and we travel there two or three times every week. We recently drove 45-50 to go to an outpatient appointment. When we went to the a clinic, the door had a sign saying we needed to go to level 4 outpatients department, so off we went and in that space of time I parked my car and put money in the parking meter. We got there, handed in the form and were told to take a seat. A clerk came to speak to us (15 mins later) saying that someone was supposed to notify us that the clinic was cancelled for the day. I am sorry but this makes it so frustrated because we had driven up to PMH (45 - 50 minutes away) for nothing. Not happy at all.

Responses

Response from Victor Cheng, Executive Director, Health Service Managament

picture of Victor Cheng

Dear Not happy parent

I’m so sorry to hear about your experience and that you weren’t notified of the clinic cancellation with appropriate notice. I appreciate this was a significant inconvenience to you, particularly as it takes you up to 50 minutes to travel to the hospital. We would like to be able to investigate this incident so we can improve our processes. Would you be happy to forward the details of the appointment so that we can look into it? I encourage you to contact the Child and Family Engagement Service on 9340 8315 or via PMHCLS@health.wa.gov.au to discuss the incident further.

Thank you again for taking the time to share your experience. PMH relies on honest feedback such as yours to help us make improvements for our patients and their families.

With my best wishes for your child.

Dr Victor Cheng
Executive Director
Princess Margaret Hospital for Children

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