"Contacting outpatients"

About: Sir Charles Gairdner Hospital

(as the patient),

I received a letter for a follow up outpatients appointment at Sir Charles Gairdner Hospital (SCGH) plastics after urgent surgery. However, I needed to reschedule this. The letter had a SCGH phone contact at the bottom of what number to call to update appointments or update details.

However, this number just rung out and there was no voicemail option.

Apparently the SCGH contact number on the bottom of the letter belongs to the clinic clerk who is only rostered to work on clinic days; and not to the booking clerk/admin who is located nowhere near the clinic itself.

Once I was able to track down the right person, that particular admin booking person for the clinic made me feel as though what I was telling them was incorrect and that their phone number (which was completely different to what was listed) was what was on the form. However, I was staring right at the incorrect phone number. They were, in my opinion, very rude, abrupt and cut me off every time I went to say something. 

The admin person did not acknowledge my suggestion that the contact number be changed as it would be on every letter for every plastics clinic and would increase the number of people deemed as no-shows just because they can't get through to someone; and they were adamant they were at their desk at all times or have a voicemail. However, would not acknowledge that it doesn't help if the wrong phone is ringing because the wrong number is listed to call! Not even the state outpatient phone number is listed on this letter which would at least be a better alternative!

This is a shame that the admin service lets the department down as the consultant surgeon is really very friendly and great to deal with. 

Positively, the way I was treated whilst in hospital as an inpatient for a week by all the doctors, surgeons, nurses, hospital support staff, anaesthetists and students was fantastic; considering I became an unexpected patient. They were all lovely, friendly, went out of their way, and were very compassionate whenever I was scared. Thank you.

Responses

Response from Amanda McKnight, Acting Executive Director, Sir Charles Gairdner Hospital, North Metropolitan Health Service

Dear Coffee Cup,

Thank you for sharing your story with us. I am sorry to hear of the distress your experience has caused and that you that you felt that the administration staff did not listen to your concerns regarding the incorrect information on your appointment letter. I would like to apologise that on this occasion that you did not feel as if the care you received was delivered with the care and compassion that we pride ourselves on.

I would like to thank you for bringing your feedback to my attention and will forward it to the department for their review. It is heartening to hear that you experience with the clinical team was a positive one and the staff treated you with kindness and respect.

Kind regards

Amanda McKnight

Acting Executive Director

Sir Charles Gairdner Osborne Park Health Group

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