"The inefficiency and extremely poor service"

About: Primary & Community Care - Cowes Primary & Community Care - San Remo

(as the patient),

Late last year a senior staff member at Knox Private Hospital, contacted Bass Coast Health at Cowes, to arrange follow-up rehabilitation following quadruple bypass surgery on myself earlier that month. We were both stunned to find that  rehab. staff member at (Bass Coast Health) BCH could not see me until a month later for a cardiac assessment, which was well over a fortnight after my discharge from Dorset Rehab Hospital. 

Following several phone calls from BCH confirming my appointment,  I duly arrived at BCH San Remo on the given date and was told by the receptionist and then the rehab. staff member, they knew nothing about my appointment.  A phone call was made to BCH Cowes, who confirmed my appointment and I was given the excuse that it had not been written in the rehab. staff member's diary.  The staff member having another client waiting by this time, made another appointment for a later date.  At this assessment I was told that BCH San Remo did not conduct cardiac rehab and that rehab could start at BCH Wonthaggi on yet another later date.

When I saw my Surgeon for my post op assessment and we discussed the above and the amount of exercise I was doing myself and he agreed that it was pointless me undertaking rehab with BCH given the number of weeks after discharge from Dorset.   


Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Dear saturnne47,

Please accept my very sincere apologies. I agree that this service response is not good enough. Several weeks ago, through feedback from clients, we identified that we have delays/issues in our referral processes and we have been doing a lot of work in the past few weeks to fix the issues. We have deployed extra resources and have had several workshops with key referral staff to re-design the process and we aim to have the process redesigned and staff re-trained in the next few weeks. I am sorry that it is taking so long but we are trying to make sure that what we do going forward is sustainable and most importantly, person-centred. I can reassure you that this is now being managed and monitored at an Executive level and is one of our key priorities. I am very sorry that we did not meet your needs. I promise you that we are very focussed on making sure we do much better in the future. I hope that your recovery is progressing well despite our lack of contact with you. If there is anything you or your surgeon think we can do for you, please call me on 0472846355. Thanks for taking the time to provide this feedback. I am grateful, and sorry.

Yours sincerely,


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