"Waiting for a long time"

About: Prince of Wales Hospital / Physiotherapy Department

(as the patient),

I waited for an hour in physiotherapy outpatients and was not seen by anyone. The receptionist was on holiday apparently, so no one spoke to me, no one acknowledged my existence. Another patient arrived 20 minutes past my appointment time and the physiotherapist who was to see me took that patient in 2 minutes later. I waited another 40 minutes then had to go, it's obvious there has been a mistake in the administration of appointments. It happens no biggy, however...

The month before as I waited in the same place I heard staff discussing staff cuts and schedule changes, they were trepidatious about the implications of the changes to the quality of service the hospital could provide. I had a sense that their concerns fell on deaf ears up the administrative chain.

Staff holidays are a foreseeable contingency so administrators have failed to administrate well. The culture of cutting costs has a diminishing marginal return and in this case the costs have exceeded the benefits. If my experience were to be repeated across the system the costs would be enormous on a personal level to clients and to the wider economy in terms of lost productivity. I  just want administrators and politicians to think more carefully about the never-ending process of ripping the guts out of our public health system.

Responses

Response from Prince of Wales Hospital We are preparing to make a change

Dear nuthatchkh38,

Thank you for taking the time to share this story with us. I am sorry that you waited and were not seen on this occasion. Prince of Wales recognises the challenges when reception desks are unattended. During periods of leave we do endeavour to reduce the impact on patients through implementation of contingency plans, following your feedback we will review these plans to further minimise the impact on patients.

Should you wish to reschedule your appointment, please forward your contact details to the email address below to my attention and I will arrange for another appointment.

to: SESLHD-GeneralManager-POWHSSEH@health.nsw.gov.au

We appreciate that you took time to write and share your experience with us to ensure we continue to improve the service we provide.

Regards

Elizabeth Browne

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