"Lack of courtesy and consideration."

About: Bunbury Hospital Collie Hospital

(as a carer),

My GP suggested my husband speak to a dietitian at the Collie Health Campus. 

He has cancer and is dying. My GP thought the dietitian might assist with advice and suggested food and supplement ideas.

A phone call to the staff member who took my call proved this was going to be no easy matter.

I was told no appointments could be made without referral. I felt her manner was dismissive and rude.

Whilst I assured her a referral had either been sent or was on its way, her insistence on following the system meant nothing could be organised. Her computer said no!

Next day, I went across to Collie fully intending to check on an appointment date or time. To state this staff member's attitude and remarks were appalling, in my opinion, is an understatement. She first stated no referral had been received...it was there !

Then no appointment time or date could be given there and then. 

I asked to give my phone and email address for the dietitian, but was told no.

May I have an email address for the dietician? No.

One phone call to the Bunbury Health Campus that night and my story was relayed immediately to another dietitian in Bunbury.

She responded next day and understood how my husband was not able to attend an appointment. She covered information that was needed and stated a sample product range would be left in reception at the Bunbury Campus. She also organised for me to speak directly to herself that day.

What a difference in attitude and willingness to assist.

I still have not heard one word from their dietitian. Maybe the staff member taking appointments is indicative of their system ?

Responses

Response from Alison Smith, Community Health Manager, Wellington, WACHS-SW

Dear Farm girl

Thank you for taking your time to share your experience with us through this very stressful time.

I sincerely apologise for your experience with our service, we strive to offer our clients and carers the best possible care and patient centred approach for their whole journey with us.

I am sorry that you felt our staff member's manner was dismissive and rude and that our system was not responsive to your needs.

We really try hard to improve our services based on the comments we receive from our patients and to see where we can improve our referral and access to services through their feedback. I would like the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would contact me to discuss this further so that we can improve our service. I would also be happy to link you in with another appointment with our Dietician that is convenient for your husband and yourself?

Again I am so sorry that you were dissatisfied when accessing this service recently. I apologise for the fact that your experience was poor.

Please would you call me on 0408 344 626

Yours sincerely

Alison Smith

Allied Health Manager - Collie Health Service

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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