"Rude arrogant staff"

About: Osborne Park Hospital Patient Assisted Travel Scheme - WACHS Kimberley

(as the patient),

Had been in Perth for a for weeks.

Got back to the Kimberley, had mail stating date for surgery in Osborne Park Hospital. (The following week).

I contacted the Hospital and Surgery Department, letting them know that I just got back home and just received the letter and has Patient Assisted Travel Scheme (PATS) been organised? They responded, no.

I took the surgical letter to our PATS Department, I was told it is the responsibility of the surgery to fill in, sign and send with letter. 

I recontacted the Osborne Park Hospital at Endoscopy Department again. In my opinion, the staff member was so rude, frowned and, I believe, argued with me. That it is not the staff member's job, they've been there almost 20 years and has never come across a request for PATS. 

I told the staff member, I’ve only just got back from holidays and can not afford to be back down next week and I would like it sorted out please. The staff member snapped at me that they will enquire and get back to me. They did not contact me again. Only sent a letter with a tick, unable to contact patient and was removed from surgery list. 

Responses

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

picture of Janet Zagari

Dear Kindness prevails,

I am so sorry to hear of your experience with the staff in the Endoscopy Department and apologise most sincerely. Osborne Park Hospital (OPH) is committed to improving customer service and all staff are regularly reminded of the importance of empathetic and professional communication.

I apologise for the way your query about the Patients Assisted Travel Scheme (PATS) was managed. As I am unaware of your particular circumstances, I am unable to comment further except to advise that the usual process requires that the appropriate section of the PATS Application form is signed by a practitioner who refers a country patient. The PATS service does not apply if a procedure can be carried out by the health service within the patient’s residential area.

The Nurse Co-Director is very disappointed to receive your feedback and she has met with all of the Endoscopy staff, including the managers, to ensure that they are aware that the behaviour you have described is unacceptable. She has also clarified with staff the PATS process for OPH.

Managers are always willing to assist patients with their queries and concerns. If you contact OPH on 9346 8000 and ask to speak to the Clinical Nurse Manager for Surgical Services, she will be able to assist you with re-scheduling your appointment and address any other concerns you may have.

Kind regards,

Janet Zagari

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Update posted by Kindness prevails (the patient)

Thank you so much for your pro-active response Janet.

After that kind of treatment over the phone, I'm absolutely fearful of how I would be treated in person and under the knife. I'm completely turned off. It feels like I would be putting myself through torture to reschedule.

I don't wish to put myself through that. I'll just endure my diagnosis like I have been.

I'm more concerned for others who may of experienced similar conduct & have not put it through Patient Opinion like I was encouraged to do so.

Thank you again. I really appreciate your response.

Kindness prevails

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

picture of Janet Zagari

Dear Kindness prevails

Thank you for taking the time to respond to me, it helps us to make a difference to how we care for our patients. It is upsetting to hear how you have been affected by the way the staff communicated with you. I am truly sorry.

I would like you to consider speaking with the executive at OPH. Our Nurse Co-Director Marie would be happy to talk to you directly and to keep an oversight of your case to try to give you some reassurance and confidence in our care. You can get in contact by calling OPH on 9346 8000 and asking to speak with the Nurse Co-Director. I would like to be sure that we are able to assist with a plan to ensure that you receive the healthcare treatment that you need.

Alternatively, I would like to urge you to seek help from your general practitioner.

Kind regards,

Janet Zagari

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