"It's the simple things people remember"

About: Kalgoorlie Health Campus

(as a parent/guardian),

My husband and I took our toddler to the ED recently. We came across the triage nurse, the nurse she handed us over to when we were taken in, a third nurse that we were handed over to as it was shift change, and then finally the doctor who saw us. We were treated promptly and treated well... but we met 4 staff that evening and not one introduced themselves or their role to us or our child. Manners and introductions are the basic things that can ease a worried parent... or help a young child feel more comfortable in a foreign environment. Health care workers don't have to all be experts and know all the answers, but friendliness and a simple introduction can go a long way.

Responses

Response from Geraldine Ennis, Regional Director, WACHS - Goldfields

picture of Geraldine Ennis

Dear Kalparent,

Thank you for your feedback which allows us to improve the quality of care that we provide to patients and their families.

Here at WA Country Health Services Goldfields we understand the importance of clear communication and that it is a foundation of our commitment to partnering with consumers.

Our service has implemented the wearing of name badges and customer service training so it disappoints me to hear that none of the staff had introduced themselves to you or your daughter.

The lessons we will take away from your feedback include the need to improve overall staff communication and I will ensure that your feedback is passed on to our Emergency Department team so they are reminded of the need for positive and quality interpersonal communication.

Again, thank you for your feedback and the opportunity to improve the patient journey for others attending the Emergency Department.

Kind Regards

Geraldine M Ennis PSM

Regional Director

WACHS Goldfields

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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