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Care Opinion

Unanswered calls

Posted By importerjb94

"Unanswered calls"

About: Perth Children's Hospital / Respiratory & Sleep Medicine - Outpatient Clinic F

(as a service user),

I have on several occasions tried calling the PCH Respiratory Clinic F with no response. I have left messages but never get a call back. It just happens that I’m actually in Perth today and could walk to the Clinic directly to get the issue resolved.  I live in Albany so it’s not easy to do this if we are not in Perth. I feel very disheartened that I had to go to that level to get a response. I had to change the appointment to a phone appointment because I have a family funeral to get to in Collie at that time

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Responses

Response from Sharon Stewart, Director, Operations, Child and Adolescent Health Service 2 months ago
We have made a change
Sharon Stewart
Director, Operations,
Child and Adolescent Health Service

Submitted on 24/07/2024 at 12:04 PM
Published on Care Opinion on 25/07/2024 at 8:45 AM

Dear importerjb94

Thank you for letting us know about the difficulties you experienced in contacting the Respiratory clinic at Perth Children’s Hospital. I am sorry to hear that you could not get through to staff in the clinic and that you did not receive a call back after leaving messages. I sincerely apologise for the inconvenience this situation caused.

The clinic staff aim to answer all calls and respond to voice messages in a timely manner to ensure that the clinic is accessible by phone for families and carers. To improve our services, we have recently made changes to ensure that Outpatient Department messages are actioned promptly. These changes include:

1. Electronic reminders have been set up for all the outpatient clerks to check messages at 8am, 10am, 1pm and 4pm respectively, to ensure timely responses.

2. Voicemails are regularly deleted from the message bank system to ensure that they do not become full.

3. The switchboard message tree has been updated to ensure that parents and carers are directed to the correct outpatient area.

4. Staffing hours and rosters have been adjusted to ensure that clerical support is provided, and all calls/voicemails are responded to by the time the outpatient clinics close at 5pm.

5. A link to Manage My Care (healthywa.wa.gov.au) is included in all outpatient letters. This allows parents and carers to track their outpatient appointments and access information about their hospital visit.

Once again, I extend my sincerest apologies, and thank you for taking the time to provide your valuable feedback

Yours sincerely

Sharon

Sharon Stewart
Director, Operations
Child and Adolescent Health Service

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