"Great staff at Armadale"

About: Armadale Hospital

(as the patient),

I was referred to Armadale emergency department by my GP after complaining of abdominal pains. Emergency was very busy once I got there, but the staff were great. The wait was long and the waiting room quite full.

Once I was finally seen, again every medical staff member was great - they were friendly (despite obviously being very very busy) and professional in the way they went about their work. It turned out that I needed to go in for surgery, however given it was getting late the surgery at Armadale had already closed. I was going to be admitted into a ward before going into surgery first thing the next morning. 

As I was about to be taken up to the ward, I was asked to sign a Medicare form. At this point my partner mentioned that I was a private patient. In my opinion, the staff member made it out to be a big inconvenience that now they had to redo some paperwork - all for what I thought was a process I was going through to give the hospital more money. Meanwhile, I was left waiting in a bed in the corridor blocking access for other staff to move freely around the area. 

Once I was finally sorted and moved to the ward, the staff at the ward were again great. 

The next morning, as I was about to be wheeled out for my surgery, I was approached by another staff member asking me about who I spoke to about being admitted as a private patient. Apparently the doctor I was admitted under preferred to see me as a public patient, so I was going to be changed back to public rather than private. This seems crazy - I felt like I was being talked out of giving the hospital money. I was also quite upset about the timing, as I was already anxious about going into surgery first thing in the morning after a sleepless night, and now felt like I was being interrogated about something that I thought I had sorted out the night before. 

After this experience though, again all of the staff were fantastic and I don't think I could really fault the hospital. 

Responses

Response from Shae Seymour, Executive Director, Armadale Kalamunda Hospital Group, Armadale Kalamunda Hospital Group

picture of Shae Seymour

Dear Public or private,

Thank you for taking the time to write to me and for sharing your recent experience at Armadale Hospital.

I am pleased to hear that you felt the care provided to you in the Emergency Department (ED) and on the ward was faultless and that you were treated with professionalism by our staff. I will take great delight in passing on your kind words to the respective teams.

Regarding the wait in the ED, there are instances where we experience a high level of unexpected demand and this can sometimes have an impact on waiting times for patients. I am sorry if you were made to wait longer than anticipated but at the same time, am comforted to hear that you were able to access the required treatment.

I also want to thank you for electing to use your private health insurance at Armadale Hospital and apologise for any misunderstanding which added to your anxieties prior to surgery. In general, if a patient has already been admitted as a public patient, a clerical supervisor would be required to amend the admission to private and this will involve a change in paperwork and a slight delay.

As you correctly pointed out, using your private health directly helps our hospital and we thank you for doing so. Money from your health fund will enable us to purchase additional equipment, maintain facilities and provide better services for the community.

We thank you for your feedback and have reminded our staff about the benefits of using private health insurance and ensuring the correct paperwork is completed whenever a person elects to be treated as a private patient.

I would also like to hear more about your experience and invite you to contact our Consumer Liaison Service on 9391 1153 or via email at AKG_ConsumerLiaison@health.wa.gov.au so that we can further improve the hospital experience for other patients.

Once again, thanks for getting in touch and I wish you well in your recovery.

Shae Seymour

Executive Director

Armadale Kalamunda Group

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