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Lack of a communication channel and lost to follow up

Posted By lionhe44

"Lack of a communication channel and lost to follow up"

About: Perth Children's Hospital / ENT - Outpatient Clinic B

(as a parent/guardian),

My baby has been lost to follow up at PCH.

I feel it is ridiculous that we are unable to contact the ENT clinic directly to speak to clinical staff like a nurse or doctor. Instead switchboard directs us to Outpatient Direct, who are unable to advise much and state they will send an email to the clinic with my query. Multiple “emails” through Health Direct yet no response from the clinic. Really frustrating.


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Responses

Response from Sharon Peppin, Head of Department Health Information & Administrative Services, Medical Services, Perth Children's Hospital | Child and Adolescent Health Service 2 years ago
Sharon Peppin
Head of Department Health Information & Administrative Services, Medical Services,
Perth Children's Hospital | Child and Adolescent Health Service

Submitted on 18/07/2022 at 7:20 PM
Published on Care Opinion Australia on 21/07/2022 at 9:00 AM

Dear lionhe44

Thank you for contacting the Child and Adolescent Health Service (CAHS) raising concern about the care and treatment provided. I sincerely apologise for the experience you’ve described and the distress this may have caused.

Based on the information provided, I can advise that the process for clerical staff when receiving direct phone calls to speak with Consultants/Nursing staff is that the call is transferred to the Clinical Nurse Specialist. An email is sent to the Consultant concerned as soon as possible. Outpatient Direct messages are forwarded to any relevant parties.

So that we can investigate your concerns, and provide you with some answers about what happened, it would be helpful to have your child’s details. I would be grateful if you could contact the CAHS Consumer Engagement team on (08) 6456 0032 or email CAHSFeedback@health.wa.gov.au to provide additional information and to discuss the issues you have raised.

I look forward to hearing from you soon.

Yours sincerely,

Sharon Peppin
Head of Department
Health Information & Administrative Services
Perth Children’s Hospital

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