"Outpatient Treatment"

About: Karratha Health Campus / Emergency Department

(as the patient),

Due to Ambulatory Care being closed over the weekend - I received a scheduled appointment to arrive at the Emergency Department (ED) over the weekend. 2.00 pm on a Sunday and that’s the time that I arrived. 

I spent an hour waiting at which point I went and inquired with the ED reception about how much longer I should expect to be waiting. Whilst the staff behind the glass partitions spoke amongst themselves about me - nobody spoke directly to me or answered my question. So again I approached a little closer, to overhear that the staff member who I registered my attendance with had somehow forgotten to mark/action my file as arrived. Again nobody spoke to me, simply about me. 

I stood back and watched the receptionist scurry off with a handful of files, only to return several minutes later and ignore any eye contact with me or the provision of any response to my initial question. 

Again I had to approach the reception desk and ask about the waiting time. To which I was finally met with eye contact and told, I feel, quite bluntly that the nursing staff would call me in shortly. 

No apology, no explanation. 

Responses

Response from Alistair Pinto, A/Operations Manager West & Inland Pilbara, WACHS-Pilbara

picture of Alistair Pinto

Dear golfke98,

Thank you for sharing your story on Patient Opinion, and I am very sorry to hear about your experience at our Emergency Department (ED).

Firstly I would like to apologise for the apparent manner in which you were treated by staff during your visit to the ED on Sunday.

I hope to reassure you that customer service is very important to us and we will ensure that all frontline staff are reminded of always being kind and courteous in their communication with clients.

The manner in which you were treated is not acceptable and not the image the WA Country Health Service wishes to portray to our clients and the community we serve.

I would also like to offer you the opportunity to get in contact with myself directly so we can investigate this incident further. I can be contacted via email on WACHS-Pilbara.Feedback@health.wa.gov.au or on telephone number 91447630.

Thank you for taking the time to provide feedback to us, as patient feedback is invaluable in assisting us to deliver the best care in the best possibly way.

Regards,

Alistair

Dr. Alistair Pinto | A/Operations Manager West & Inland Pilbara

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