"St Andrew's (Pulmonary Rehabilitation Outpatient Program)"

About: St Andrew's War Memorial Hospital

(as the patient),

St Andrews private hospital in Spring Hill advertises itself as 'first class treatment', 'world class results' - but this is not what I have experienced. Nine days later I am still waiting to be called back and given the appointment I have requested.

Initially I rang and could not get through; so I rang the next day and the phone extension just went repeatedly to a message bank service. In fact on that day I rang no less than four times and in the final message in exasperation specifically stating that I needed to be called back - I was never called back! Four (4) days later [including Saturday and Sunday] I rang in the hope of making an appointment to begin the program; but no such luck. However, I did get a staff member to actually answer the phone, so that was an improvement I thought - but not for long. The clerk told me they were 'busy' on the day I had called and said we were 'going to call you back' - I thought it best not to ask exactly when they planned to do that. Could I arrange an appointment; no I could not - why on earth would I think it would be that easy! Apparently I had to go and scan my referral and then email it to the unit and the 'manager' would look at it and decide when I could get an appointment. I told the clerk I had been in the hospital recently for lung problems and they had my file - she decided that she would get my file and give it to the 'manager' and I should mail the referral in. I went to great lengths to explain that time was of the premium for me and I needed an appointment to begin this program immediately; or as soon as humanly possible - although by this stage I was of the view that I probably would receive better service in an overcrowded public hospital service. The clerk told me that the 'manager' would ring me - she took a message that she promised to pass on which said I needed; because of times restrictions, to be called back within 24 hours; certainly no more than 36 hours. I am still waiting for the phone call, still waiting for an appointment some nine (9) days later.

While I think this outpatient program would be of considerable value to me; I had a lung deflate recently - the failure of the unit to be managed properly is of grave concern. If they cannot call people back when requested; or even arrange an appointment what else are they unable to do? I also previously wanted to attend a similar clinic for heart matters run at St Andrews; but that unit moved from St Andrews to the Wesley several months ago supposedly because of inadequate numbers - if staff do not answer the phone or return phone calls I don't think hospitals will not receive the 'business' they are seeking.

Please pass this on to the person with higher status than the 'manager' who was suppose to ring me back.

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