"Wait time at the Specialist Centre of Broome Hospital"

About: Broome Health Campus

(as the patient),

I had an appointment booked for pre-anaesthetic check at 1: 30pm at the Broome Hospital Specialist Centre. I arrived right on time, and then spent two hours waiting. I think they messed up the patient appointment order, the lady booked for the 1: 15 appointment (yes patients may talk to each other in the waiting room) was seen about 2: 15, they then called 3 other patients before me!

Very uncomfortable waiting room when you have to wait for 2 hours.

They had displays all over the waiting room wall about how they are performing - by measuring the number of patients seen and the number of patients who had not attended appointments. How about measuring performance on how long patients have to wait for each discipline? (By the way the other appointments seemed to be running smoothly). It is a specialist centre so patients are there for a reason, most of us don't want to miss these appointments, which means we will probably sit patiently and wait as long as it takes.

The clinical staff were lovely, not doubting the quality of care. Maybe they were short staffed that day?

I am wondering why every time you go to the hospital they double check your contact details, but they don't make a courtesy phone call to let you know when they're running two hours late?

I am wondering why every time you go to the hospital they double check your contact details, but they don't make a courtesy phone call to let you know when they're running two hours late?

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Responses

Response from Holly Hanna, acting Broome Operations manager, Management, WACHS

Dear Measure waiting time

I am sorry to hear that you were dissatisfied when accessing Broome Hospital, Specialist Centre recently. I apologise that your experience was poor.

We continuously try to improve and measure our service and it is a positive suggestion that we should measure our waiting room times. We are limited in our current ability to do this with the systems we have in place but WA Country Health Service is in the process of implementation of a new computer information system that will give us better ability to measure performance such as waiting times.

We would like the opportunity to discuss your experience more fully, so I would appreciate it if you were willing to contact the department manager then she could give you more direct feedback.

Her name and contact details are Dale Vaughan, Clinical Nurse Manager Non Admitted Services Ph 91942619.

Regards

Holly Hanna

Acting Operations Manager, Broome Health Campus

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