❓ Ms McHale questions the Minister for Health regarding reception staffing hours at Bunbury Regional Hospital, prompting a detailed explanation of recent changes due to staff safety concerns and cost-effectiveness considerations.
AnsweredQoN 806Legislative Assembly
QuestionView source ↗
806. Ms McHALE to the Minister for Health:
(1) Over what period is the reception area at the Bunbury Regional Hospital staffed?
(2) Have the hours of operation of the reception area changed recently, and if so, why?
(1) Over what period is the reception area at the Bunbury Regional Hospital staffed?
(2) Have the hours of operation of the reception area changed recently, and if so, why?
AnswerView source ↗
Answered
14 November 2000
Response time
33 days
The Minister Replied:
(1) The Bunbury Health Service Reception area on the South West Health Campus is currently staffed from 0830 to 1700 hours Monday to Friday.
(2) Yes, the hours of operation of the reception area have changed. The Reception area also housed the main switchboard and the switchboard operators supplemented the coverage of Reception outside of normal business hours, up to 11pm every night.
For some time staff working as Switchboard operators expressed concern with personal security, customer service and other Occupational Health and Safety matters. The Health Service has a legislated responsibility and duty of care to staff and clients. Options included improving security, modification to the work station and the physical relocation of the main switchboard to a more secure area. The cost of modifications required to the area to adequately address the security, customer service and Occupational Health & Safety concerns would have been substantial and using funds for this option may have had an adverse impact on direct patient care.
After hours reception cover is provided by Admissions till 11pm and Emergency Department which has the same arrangement in place as other health services.
A telephone was installed with clear signage for patients' after hours contact within the hospital. In addition to the reception staff, Friends of Bunbury Health Service Volunteers provide personal patient assistance which adds to the customer focus in a friendly way.
It was determined that the most cost effective solution was to relocate the Switchboard as it addressed most of the concerns raised by staff. This solution also provided added benefits for improved productivity, operational efficiency and team cohesiveness. All options were discussed with staff in an open forum, on several occasions and agreement was reached as to which solution to implement.
A formal change management process was followed and the changes made.
(1) The Bunbury Health Service Reception area on the South West Health Campus is currently staffed from 0830 to 1700 hours Monday to Friday.
(2) Yes, the hours of operation of the reception area have changed. The Reception area also housed the main switchboard and the switchboard operators supplemented the coverage of Reception outside of normal business hours, up to 11pm every night.
For some time staff working as Switchboard operators expressed concern with personal security, customer service and other Occupational Health and Safety matters. The Health Service has a legislated responsibility and duty of care to staff and clients. Options included improving security, modification to the work station and the physical relocation of the main switchboard to a more secure area. The cost of modifications required to the area to adequately address the security, customer service and Occupational Health & Safety concerns would have been substantial and using funds for this option may have had an adverse impact on direct patient care.
After hours reception cover is provided by Admissions till 11pm and Emergency Department which has the same arrangement in place as other health services.
A telephone was installed with clear signage for patients' after hours contact within the hospital. In addition to the reception staff, Friends of Bunbury Health Service Volunteers provide personal patient assistance which adds to the customer focus in a friendly way.
It was determined that the most cost effective solution was to relocate the Switchboard as it addressed most of the concerns raised by staff. This solution also provided added benefits for improved productivity, operational efficiency and team cohesiveness. All options were discussed with staff in an open forum, on several occasions and agreement was reached as to which solution to implement.
A formal change management process was followed and the changes made.
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