Avonside Health Centre
WA
Wendy A. 5 years ago • From Google
Bad
My parents are patients at this Health Centre. They are in their 90s and received their initial vaccinations at the GP vaccination centre. After several phone calls and separate appointments scheduled at considerable intervals, their first vaccination proceeded without issue. However, when attending for their second dose, the staff at the GP-run Vaccination Centre appeared to respond disproportionately to their answers during the screening questions. They mentioned experiencing a minor localised itch at the injection site a few days after the first dose, but clarified this was not a reaction to the vaccine itself. They were subsequently informed they could not receive their second vaccination at the centre and would need to attend a hospital setting instead, which caused concern given their clinical vulnerability and preference to avoid such environments. When they requested clarification from the supervising clinician, this person declined to meet with them in person. Left uncertain about their situation, they made several calls to the surgery before being directed to attend an appointment at a distant hospital location, requiring a lengthy round trip. The appointment was scheduled nearly fifteen weeks after their first dose, causing significant distress as this fell well outside the recommended interval and meant they remained unvaccinated for an extended period. Following up on their behalf, I contacted a helpful individual at the distant hospital who indicated they should have received their vaccination there, but explained that only one vaccine type was being offered at that location, whereas my parents required a different formulation. This person helpfully directed me to an alternative hospital providing the appropriate vaccine, where staff were accommodating and my parents received their second dose that same day. I subsequently contacted the Health Centre to inform them the vaccination had been completed and their scheduled appointment was no longer needed. I spoke with the Practice Manager to explain the situation and politely mentioned that the distant hospital was not offering the vaccine type my parents required, hoping to prevent other patients being referred there unnecessarily. Rather than acknowledging the issue, I received a response that was unnecessarily defensive and unhelpful. Our GP surgery, which operates within the same Federation, handles such situations very differently, which is reflected in their consistently high ratings on patient satisfaction surveys. It is disappointing when organisations cannot acknowledge errors or respond with empathy when things go wrong. While it is understandable that the Vaccination Centre prioritised caution regarding safety, the supervising clinician should have assessed the situation directly with my parents rather than refusing to engage. The centre should have demonstrated greater care and understanding towards elderly patients and their legitimate concerns. Staff should be informed about which hospitals provide which vaccines, and when given such important feedback, should respond with appropriate professionalism and acknowledgement.
Michelle G.