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Unable to get answer from Cancer Care clinic

Posted By mercurynp43

"Unable to get answer from Cancer Care clinic"

About: St George Hospital / Cancer Care Centre

(as the patient),

I was trying to make an appointment with my oncologist and I rang the cancer care centre in St George Hospital and was left on hold for over 10 minutes, still no answer so I thought I’d hang up and try later. Maybe they were just busy. Tried again late, same thing again, have up after 10 minutes. Tried the next day, still no answer I was left on hold for 11 minutes then I hung up as no answer. Then tried again today I was waiting 8 minutes before someone finally answered and told me that they don’t have enough staff to answer the phones. It’s hard enough having breast cancer, but being unable to contact the Cancer care centre just makes it that bit harder,

Many Thanks

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Responses

Response from Angela Karooz, General Manager, St George Hospital last month
Angela Karooz
General Manager,
St George Hospital

Submitted on 4/11/2024 at 12:08 PM
Published on Care Opinion at 12:39 PM

Dear mercurynp43,

Thank you for reaching out and sharing your experience with the Cancer Care Centre. I am sorry to hear about the difficulty you faced in getting through to our team for your appointment. I understand how challenging this must have been, especially during an already difficult time.

Your feedback is important to us, and I want to assure you that we take it seriously. We have been facing some temporary staffing constraints, which unfortunately led to delays in answering calls. However, we recognise that this should not impact the care and support we strive to provide.

We are actively working to resolve these issues and improve our phone response times, including adjusting staffing where possible and exploring alternative ways to handle the increased demand.

If you are still experiencing difficulty or need immediate assistance, please feel free to contact our Patient Experience Manager on (02) 9113-2687 or email SESLHD-STG-ConsumerFeedback@health.nsw.gov.au you can let me know here, and we will do our best to connect you with the care team as quickly as possible.

Thank you again for bringing this to our attention, and please don’t hesitate to reach out if there’s anything further we can assist you with. We’re here to support you.

Warm regards,

Ange Karooz

General Manager

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