"Disappointing Experience"

About: Bass Coast Health Primary & Community Care - Cowes

(as a relative),

My child has been feeling extremely unwell with a temperature of over 38 degrees, aches pains, sore throat, productive cough and sore chest.

They presented to the doctor one afternoon recently. I don't know the doctor's name as they didn't bother to introduce themselves. After asking a few initial questions, the doctor looked in my child's throat and declared they did not have tonsillitis and announced they had a virus. After suggesting they  listen to my child's chest the doctor obliged. I asked them how, with such little investigation, they knew my child had a virus. The doctor said my child did not look sick enough to have a bacterial infection. Mmmm, the doctor has never seen my child before, so does not know what they look like when they are well. Regardless, I found that comment extremely unprofessional. Needless to say, this consultation left me lacking in confidence at the doctor's findings. I would have to say, and I have 3 children, it was the least thorough and least professional consultation I have ever had the misfortune to witness. Maybe the doctor's diagnosis based on "looks" is correct but I believe their attention to detail was appalling and therefore I can have no faith in their diagnosis. This was the first time I have been to the Cowes Hub and needless to say will not be attending again,

Responses

Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Dear Smeshi,

I apologise sincerely that you had this experience. I would love to understand when you attended so that I can identify the doctor and review our interaction with you and your child. I would very much appreciate it if you could call my mobile on 0472846355. I would like to reassure you that we take feedback very seriously and are very keen to identify opportunities for improvement.

Thanks for taking the time to post your feedback,

Jan.

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Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Dear Smeshi,

I just wanted to say a huge thank you for calling me and helping us understand what happened. I also wanted to say how pleased I was to hear that the experience hasn't put you off using the Hub in the future.

Communication is always key to improving a persons health care experience and I can assure you that the doctor involved has reflected on the interaction with you and your adult daughter - she did not in any way intend to be uncaring or unsympathetic and I can assure you that she is a good doctor and is highly committed to doing the right thing - there is no excuse ever for our patients lacking in confidence after an interaction - sadly this doctor was at the end of many days straight and was doing an extra long shift this day because another doctor didn't turn up - no excuse at all but it provided a learning for us all about how we need to take care of our staff so that they can take care of our patients. We apologise once again and thank you for helping us continually improve what we do.

Kind Regards,

Jan.

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