"Sleep Clinic"

About: Sir Charles Gairdner Hospital

(as the patient),

I have been dealing with the reception staff for the Sleep Clinic and for some lung tests. I have had several phone calls confirming my appointment, this has been followed by SMS's asking me to confirm the same appointments, followed by more phone calls asking me to confirm the same appointments.

In my opinion, not only is this a huge waste of everyone's time, the number I am given to respond to does not have an option for people returning phone calls. Of the four options given, two are to speak to scientists, one is for accounts, and one is for new patients only.

This would frustrate both me and anyone calling to reschedule an appointment. There is not even an option to leave a general message.

I hurt myself today doing one of the tests requested by my respiratory specialist at that office, and have an appointment tomorrow to see a sleep specialist. How exactly to I deal with that highly foreseeable issue?

Responses

Response from Geraldine Carlton, A/Executive Director Sir Charles Gairdner Osborne Park Health Care Group, Sir Charles Gairdner Osborne Park Health Care Group

picture of Geraldine Carlton

Dear Skizz,

Thank you for writing to share your concerns regarding the Sleep Clinic at Sir Charles Gairdner Hospital. It was very disappointing to read about the administrative process and numerous phone calls that were required for your appointments and I wish to sincerely apologise for the frustration and time wasting this caused. I am also very sorry to read about the outcome of today’s test and that you hurt yourself during this process.

The experience you describe is not in keeping with the values of our organisation and I would like to assist in doing everything we can to prevent this occurring again. I encourage you to contact the Patient Liaison Service at Sir Charles Gairdner Hospital on (08) 6457 2867 so that we are able to obtain further details and look into the issues you have raised more fully.

Once again, I wish to express my sincere apologies and hope that you will be happy to contact us.

Kind regards

Geraldine Carlton

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