"Miscommunication about appointment"

About: Sir Charles Gairdner Hospital

(as the patient),

I'm a transplant patient and rely on telehealth as I live in a remote community.

I have not, in the past, had a complaint re telehealth experience. 

But recently, I arrived for a scheduled appointment 15 mins prior as asked. Then waited over 1 hour before asking hospital staff if the other hospital was going to call.

The staff at my hospital was shocked as to my wait so then called the hospital in question again.

After another 15 min wait, my telehealth appointment went ahead.

The doctor was apologetic as they believed I was to be seeing them in person, not remotely.

My issue is with miscommunication and overall, what I feel is mismanagement of remote telehealth conferences.

I believe I am not the only one.

Responses

Response from Janet Zagari, A/Executive Director, Sir Charles Gairdner Osborne Park Health Care Group

picture of Janet Zagari

Dear apriljk85,

Thank you for taking the time to tell us about your recent experience with the remote telehealth service. Please accept my apology that you were kept waiting for the appointment and for the miscommunication with the service. It must have been a very frustrating experience and not one that aligns with our values of putting patients first.

It was good to hear that this was an exception and your previous experiences with the service had been more positive. Your feedback will be provided to the telehealth service as we are committed as an organisation to partner with our patients to embed a culture of communicating for safety.

Once again, I wish to express my sincere apologies and do hope that any future interactions you have with the service are more positive ones.

Kind regards

Janet Zagari

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