# data[].attributes.headline
Elective caesarean section poorly executed

# data[].attributes.subject
Elective caesarean section poorly executed

# data[].attributes.body
Firstly, it was the Head of Obstetrics that responded which I believe is ideal in this complaint, rather than a CEO or staff from a different specialty. She apologised twice and recognised compassionately how this experience negatively effected her and her baby. She also showed empathy and an wish for no other people to experience tis in the future. She provided her phone number which shows a willingness to address the issues personally and would be easier for the complainant to phone (rather than attend a meeting) considering she is a new mother, still unwell and in pain.

# data[].attributes.body
https://www.careopinion.org.au/88342
I think this was an appropriate response from the hospital visited. There was a genuine personalised apology. She also gave her clear details of how to further contact to further discuss the complaint

# data[].attributes.attachment_link.readable_text
I recently had an elective caesarean at your hospital.

As the anaesthesist started to put the spinal block in... ouch, they hit bone and/or nerves (as I was told), they tried again and again. I was screaming in pain by this point. I heard someone suggest taking a break. I asked to just get it done as I can feel myself panicking. Jab and I scream out. I felt like I'm being struck by lightning, with pain shooting through my lower half. I'm repeating over and over 'I don't want to be paralysed'. I'm now wailing and sobbing uncontrollably. They gave me something to calm me down. The anaesthetist attempted an epidural and then another spinal block and finally my body began to feel numb. We later counted at least a dozen needle marks in my bruised back.

I wish this was where things stopped. Once I was transferred from theatre to the recovery room, my husband has a crystal clear recollection of the recovery nurse debating with two midwives as to what drugs I had been given in theatre and eventually one of the midwives confirmed that I had been given a certain drug, however it had not been listed on the official handover form. Tasked with confirming this, one of the midwives went and asked the anaesthesist and came back stating I had received it but as I understand it, they wouldn't sign or mark the form. From here I went on to vomit the remainder of the day and despite requests for more nausea relief was told I had maxed out the onadenstron. I believe vomited over 3 litres in a half day period and later had to go on supplements as my body was so depleted of vitamins and minerals.

My stomach was very painful and we could see bruising coming up but didn't think much of it. I was discharged after 48 hours with the midwives to visit at home. At 3 days post partum we had our first midwife visit and upon their inspection of my wound and stomach, I believe they were shocked that I had been discharged. I assured them my stomach was not this bruised yesterday. However the pain was getting worse. The midwife took photos to show the doctor and we were recalled to the hospital.

Upon arrival the doctor who did the surgery did bloods and advised me my infection markers were raised but sent me home without antibiotics as everything was apparently "normal". They said maybe they nicked something superficial and that was causing my internal bleeding.

The next day another midwife visited and said my wound looked normal (incision) however was concerned about the level of bruising.

At 5 days post partum another midwife visited and I believe was horrified at my stomach/vaginal bruising. As we had followed up once already and told it was "normal", they discharged me from home visits and instructed me to see a doctor or hospital if things worsened.

I then started going downhill with chills and generally feeling unwell and felt I didn't have enough milk for my baby so at 6 days post partum I called maternity for advice and was recalled to the hospital once again. The midwife really listened to me and promptly had not one but two doctors check over me, followed by repeated bloods and an ultrasound. I was immediately prescribed a course of antibiotics and the ultrasound showed a seroma (collection of fluid). We were advised only then that it was certainly not normal to bruise so severely.

The antibiotics didn't help so I visited my GP/ obstetrician for a repeat antibiotics (second course) and check up. I was advised this should resolve the pain and if not, then it may need draining, which had been mentioned at my last visit to maternity ward.

This still didn't help and the pain has significantly worsened so I returned to my local practice and was seen by another GP who gave me a third course of antibiotics this time a different type which I am still taking with no significant changes to my condition.

So 3 weeks post partum with unresolved issues, in horrible pain, feeling so unwell and on my third course of antibiotics and on strong pain killers which hardly take the edge off my pain, unable to walk short distances without severe pain, paying hundreds of dollars for medications and scans I believe I shouldn't need. I am hoping for some relief soon so I can commence my recovery, stop giving all these medications to my newborn through my breastmilk and settle into life with a newborn and toddler.

I understand there's risk and sometimes things go wrong but maybe only one or two things. This is my second extremely traumatic birth experience at this hospital. The first due to the baby being unwell and seemingly out of everyone's hands. This time I feel from negligent care. I am now left traumatised and entirely terrified to ever have surgery at your hospital again, not to mention having to take my children in if they ever require treatment.

And any remaining faith I had in doctors and the health system has vanished. Being told that it was normal to have severe bruising covering my entire abdomen and groin when it seems it was clearly not normal, felt like a slap in the face and it felt like no one would take ownership or responsibility for the situation until our last visit where the midwife and doctor were wonderful and took control of the situation.

In my opinion, it is plain to see that most involved were more concerned of "covering" themselves than dealing with the issues at hand. I have never sought to blame, only to be given the respect of not being treated like an idiot and instead told "your bruising and pain is not normal, it is severe. It can happen but it is very unusual, we will do everything we can to aid your recovery". I feel a bit of truth and respect would go a long way.

# data[].attributes.attachment_link.title
Elective caesarean section poorly executed

# data[].attributes.attachment_link.description
I recently had an elective caesarean at your hospital. As the anaesthesist started to put the spinal block in... ouch, they hit bone and/or nerves (as I was told), they tried again and again. I was screaming in pain by this point. I heard someone suggest taking a break.

# data[].attributes.body
I liked the patient's compliment on timely response and excellent care delivered by CMC of POWH when she was confirmed Covid 19 positive and on home isolation. The patient received patient-centred care. She was partnering with the CMC in relation to her care. She was supported and reassured by teaching her the use of oxymeter, consultation twice daily etc.

# data[].attributes.body
I am pretty impressed the way Victoria- the manager respond to this feedback as she recognized the importance of the personal concern and took an immediate remedy by setting a private space for feeding moms. Also took initiative to update this with staff.

# data[].attributes.attachment_link.description
I recently had an appointment at The Royal Hospital for Women of which I needed to bring my newborn baby to. I got to the hospital early, knowing that I would need to breastfeed him prior to the appointment but was a bit gobsmacked when I discovered that there were no feeding facilities within the h…

# data[].attributes.body
I thought that there was a positive, timely and reassuring response to the concern. The writer was sympathetic and also offered a solution which involved every staff member of the organization being educated about the availability of the facility so they can help anyone who needs to access the breastfeeding facility.

# data[].attributes.body
I felt this complaint could have been handled better. Whilst it showed sympathy and empathy, this person's partner died as a result of a fall in hospital. The response to this was " As a health service we undertake many different strategies to reduce the risk of our patients falling however it is not always possible, as there are many factors that can contribute to this occurring."

Whilst this is absolutely true, I feel that in this case it came across as dismissive. I feel the CEO should have invited the complainant to be able to give more detail and the CEO should have arranged for a full case review given it was sentinel event, and explained this to the complainant and offered to then follow up with the outcomes as part of open disclosure. Instead, i got the impression that this complaint is now close with no real outcome. The complainant then responded saying the response was unacceptable in which the CEO only then offered to respond in more detail and then provided the Consumer Liaison Service details to then look into it more: this should have been provided in the CEO's first response ESPECIALLY since it involved a death

# data[].attributes.body
https://www.careopinion.org.au/88065

The response of the CEO is direct and offered his phone number to make a phone call which is really good for this patient to discuss other alternative. Some of the other stories I have read had been professionally answered and acknowledge provide some necessary actions and review for better care satisfactory and outcome.

# data[].attributes.body
I think this response was okay, the CEO was pleasant to the consumer and offered her direct phone number for him to call. They were able to move up this mans appointment to a week later rather than 3 months away.

# data[].attributes.attachment_link.readable_text
I had a meniscal tear and a ruptured bakers cyst in my knee. I tried going to emergency as the pain was shocking. I was left in the waiting room for about 4 1/2 hrs, no pain relief what so ever, even though I had asked. When the doctor saw me, I recall they didn't even examine the leg which is full of fluid. It seemed they got a nurse to give me some neurofen before sending me home. I felt the doctor should have at least examined me.

I had a referral sent to the hospital a few weeks ago. At the time of writing this, I have just heard from them saying I can't see an orthopaedic surgeon till a couple of months time. What do I do about the tear in the knee in the meantime, my local doctor can't do anything to help there apart from advise to have anti inflammatory drugs and pain killers.

# data[].attributes.attachment_link.description
I had a meniscal tear and a ruptured bakers cyst in my knee. I tried going to emergency as the pain was shocking. I was left in the waiting room for about 4 1/2 hrs, no pain relief what so ever, even though I had asked.

# data[].attributes.body
An actual staff member (CNS) from the hospital the complainant visited responded to the complaint. There was a genuine apology given on behalf of the staff that made the error. She introduced herself and gave a phone number to call to chat one on one with the complainant. She was also willing to educate the staff on this case.

# data[].attributes.attachment_link.readable_text
To whom it may concern,

I am making a formally complaint on a doctor. I recently went to hospital because I had an accident where a toilet bowl smashed above me while putting it in a skip bin. While doing so it broke and fell back on me and sliced my thumb open. I went to Margaret River hospital.

I was spoken to by nurses and the doctor, I told them what happened.

The doctor looked at the injury and gave me a local anaesthetic

The nurses came and cleaned the thumb. The doctor came back and put 6 stitches in my thumb and sent me on my way with an antibiotics prescription, telling me to take them if you feel things change. I did not take them, thinking all would be ok.

17 days later I went back to Margaret River hospital because of increasing pain with wound not healing and discharge.

I was given an XR to find that there was still foreign body inside and thumb infection.

I was asked to stay overnight to start on an antibiotic drip. The next day I went to Perth to another hospital to have my thumb washed out and removal of FB under full anaesthetic.

My complaint is that the doctor did not diagnose the treatment right. No XR was performed or washout. The wound was stitched up with foreign body inside and got infected. As a result It has cost me my health and my thumb lacking movement from the infected area and the swelling from fluid. Movement has been reduced, which will come back however it will take time.

I am a self employed with two jobs to make ends meet as winter is an easy time for businesses.

I am making a complaint because this has placed me under financially difficulty (not working 4 weeks) and physicals.

I feel this should not have happened and need to be addressed for the next person in the same situation as my self.

Many thanks.

# data[].attributes.attachment_link.description
To whom it may concern, I am making a formally complaint on a doctor. I recently went to hospital because I had an accident where a toilet bowl smashed above me while putting it in a skip bin. While doing so it broke and fell back on me and sliced my thumb open.

# data[].attributes.body
A great response filled with genuine empathy and respect. The respondent validates the authors feelings and recognises an area that must be improved and vouches to implement change based on the authors negative experience. Reinforcing that the author is heard and validating their emotions.

# data[].attributes.attachment_link.readable_text
I felt it was absolutely a nightmare from day 1. During their 2 day (only 2 days) stay my spouse had 2 falls.

One of those falls killed them, I had to fly them home so they could pass away with family and most importantly for them to pass away in their home town. Also, during their 2 day stay, to witness their uncontrollable pain, that took Drs and nursing staff 55 mins before they gave them pain relief, it took me 10 times to go to the nurses' station screaming for help for them. During this they were screaming out so much for help that it affected other patients to tears and us, my spouse's family.

This treatment of my spouse is totally unacceptable should never of happened. So, what should have been straightforward stay for treatment, ended with them dying due to, I believe, neglect.

I can go on with more of this story but it is too painful for us, today we should be sitting with my spouse, but we are grieving them.

# data[].attributes.attachment_link.description
I felt it was absolutely a nightmare from day 1. During their 2 day (only 2 days) stay my spouse had 2 falls. One of those falls killed them, I had to fly them home so they could pass away with family and most importantly for them to pass away in their home town.

# data[].attributes.body
This response was extremely compassionate and patient focused - the person acknowledged and apologized and forwarded the concerns onto the team. they acknowledge that this was not in line with high standards of care. It was very caring and sincere. There was also a forum for the family member to be specific in the complaint if needed or not happy with response.

# data[].attributes.attachment_link.readable_text
Recently, I accompanied my middle aged parent who is hard of hearing and not 100% fluent in English due to being an immigrant to the emergency department of the Sydney Eye Hospital for the first time ever due to a sudden onset of issues they were having and I was shocked to see the way they were treated by one of the nurses who attended them.

Already, I felt the nurse gave off the impression of someone who was surly and impatient but the way they raised their voice in exasperation when my parent couldn't properly hear them and the way it seemed to me they snatched my parent's referral letter out of their hands immediately angered me. This on top of the way the nurse openly and loudly discussed my parent's symptoms with other patients right next to us with no concern for privacy or confidentiality and in my opinion, unnecessarily embarrassed and, berated my parent over a minor topic they did not even properly comprehend due to English not being their main language, has left me absolutely livid and disgusted at what I feel is the lack of delicacy and understanding in the way this nurse treated my parent who was already suffering an earlier migraine and I pray that their actions are not a reflection of the staff at Sydney Eye Hospital as a whole.

# data[].attributes.attachment_link.description
Recently, I accompanied my middle aged parent who is hard of hearing and not 100% fluent in English due to being an immigrant to the emergency department of the Sydney Eye Hospital for the first time ever due to a sudden onset of issues they were having and I was shocked to see the way they were treated by one of the nurses who attended them.

# data[].attributes.body
https://www.careopinion.org.au/86665

I thought this was an excellent response to this patient's complaint. There was an apology, an acknowledgement of how the situation made the patient feel, and a solution to the problem was offered. The response was very respectful and compassionate. The response explained how the issue may have occurred and detailed how an 'interim' fix would be put into place immediately while the hospital worked on a more long term solution

# data[].attributes.attachment_link.description
I recently had an appointment at The Royal Hospital for Women of which I needed to bring my newborn baby to. I got to the hospital early, knowing that I would need to breastfeed him prior to the appointment but was a bit gobsmacked when I discovered that there were no feeding facilities within the h…

# data[].attributes.headline
Mistreatment and lack of care for my grandparent

# data[].attributes.subject
Mistreatment and lack of care for my grandparent

# data[].attributes.body
https://www.careopinion.org.au/88116#88264

This was an interesting response. It acknowledged the complainant's concerns and frustrations and validated these. There was then an explanation of delays around surgical lists, and an almost grudging admission that they could have communicated better with the patient's next of kin.
There was an apology concerning the communication with a Social Worker but not actually an apology around poor care or distress caused. I find it interesting that the respondent stated that staff are reminded to leave meds within people's reach and assist with meals and toileting - is that not actually part of their job??? The respondent  was disappointed to hear about the experience of the patient - I find that a little inadequate, and there was no mention of what might be done to improve care on this particular ward.
There was however an offer to contact the Patient and Family Liaison Team to fully address concerns.

# data[].attributes.attachment_link.readable_text
Day 1

As a mild dementia patient, the staff on ward 4A offered my grandparent food and they declined like I understand most people dementia or Alzheimer's would. My grandparent was not encouraged to eat or drink even though they hadn't eaten for at least 24 hours, as they broke their neck or femur they day before and were fasted for potential surgery when arriving at Fiona Stanley.

When I enquired about the visiting hours the switchboard operator told me to the wrong hours to begin with. I was travelling from Albany to FSH.

Once arriving to the ward, I found my grandparent in a room by themselves with nothing around them and their belongings out of reach. With only a cup half filled with water that was just in their reach. I spoke to the nurses to find out what the plan would be when my grandparent would be having surgery, no one could tell me, so I asked to speak to the orthopaedic doctor on the ward. An orthopaedic intern came to talk to me about my inquires, who couldn't tell me when my grandparent would be having their surgery and it would just be a wait and see when they could fit them in in? But the intern would talk with the Orthopaedic consultant and get back to me. After waiting 2 hours I heard nothing so I asked the nurses if they could find a doctor for me. After waiting 45 minutes another intern come to speak to me and said that my grandparent should be on the theatre list in the following morning of and to ring around 9 to find out what time they might be having surgery.

Day 2

At 9:30am I still haven't heard anything regarding my grandparent's surgery, I rang the Hospital to find out what was going on and the nurses put me through to my grandparent who told me that the orthopaedic doctor had come to see them and told them they would be going for surgery before 12pm that morning. My question is why would they tell the patient who has dementia when their surgery would be and not inform the next of kin/power of attorney when the surgery be? Late morning I called the hospital to ask if my grandparent had been taken to surgery and they still hadn't gone, I asked if the social worker for the ward could ring me.

When the social worker called me back, I asked if there was any extra support that I would be able to get for my grandparent and the family regarding what was happening with their surgery and waiting times as well as what felt like the lack of understanding from nursing staff for people with dementia or Alzheimer's. The response I got was that there are higher priorities and emergency cases that need to be dealt with first, there is a triage system that we use and that's the way they do the surgery list in. I completely under this process but being spoken down to as if I'm a child, as I felt I was, isn't the correct way to speak to someone especially when they are worried about their loved one that doesn't' seem to be getting treated correctly. Never once offered Care Call from the social worker.

My response to this to the social worker was that "my grandparent's local hospital rang and spoke to the orthopaedic team two days ago and rebooked-preadmitted my grandparent's surgery for when they arrived to FSH. I also explained the Australia standards that NOF should be operated on within 24-48hours by Australian guidelines standards." To the smart comment I received from the social worker was to ask me where I found these reports, on the internet? I said, "no, I have worked in the public health system and I know the statistics and the results in what happen if NOF fractures are not attended to in the appropriate time." After this the social worker told me they would speak to the orthopaedic team and see what they could do. Within the next hour my grandparent was taken for their surgery.

Day 3

I visited my grandparent to find out that when the physiotherapist tried to get them up and moving, my grandparent started to get dizzy, so they stopped. I asked if they had been eating and drinking and was told that my grandparent had hardly eaten any food or had hardly any fluids, I spoke to the nurses again and asked if they could encourage my grandparent to eat and drink as if they didn't like the food, they wouldn't eat it and they don't like drinking water. For the next few hours, I stayed with my grandparent and encouraged them to eat some lunch and drink a litre of fluids. When my grandparent asked to go to the toilet, I understand the nurses would tell them that they weren't allowed to get up out of bed without the physiotherapist and they would have to use a bed pan or a nappy/pad.

Day 4

On this day I visited my grandparent, they were sitting up in with the bed table out of their reach with a medication cup on the table with medication that had been left there by the nurses. After about 30 minutes a nurse come in and asked why my grandparent hadn't taken their medication? Why was the medication left on the table unattended in the first place for over 30 minutes especially when the medications were S4 and S8 drugs?

Yet again all day it seemed the nurses wouldn't help my grandparent go to the toilet or use a commode, instead they were told every time they rang the bell that they would have to use the nappy/pad to go to the toilet because they didn't want my grandparent to use the bed pan because of bed/pressure sores and to press the bell when you have finished, and we'll changed your nappy/pad

There is more to this story, but I am happy to discuss as I can only write 1000 words.

# data[].attributes.attachment_link.title
Mistreatment and the lack of care for my grandparent

# data[].attributes.attachment_link.description
Day 1 As a mild dementia patient, the staff on ward 4A offered my grandparent food and they declined like I understand most people dementia or Alzheimer's would. My grandparent was not encouraged to eat or drink even though they hadn't eaten for at least 24 hours, as they broke their neck or femur they day before and were fasted for potential surgery when arriving at Fiona Stanley.

# data[].attributes.body
The response is a prime example of acknowledging that a misdiagnosis and reporting error can cause trauma and stress to an individual and their family. As well as always keeping the door open for further communication, with the reporter, as well as being transparent of medical/health errors and how mistakes are learning opportunities for not only the treating team but also all involved in the complaint.

# data[].attributes.attachment_link.description
Hi, I am telling my story retrospectively as it is sometime since this has occurred. Another reason for doing this is to stop this from happening to another client of the Bass Coast health service or to their families. In short this is the story. I had an appointment in March with my oncologist at t…

# data[].attributes.body
I feel that the response provided by the facility representative was a good example of an appropriate complaint response.
The responder apologises and provides an empathetic response to the events experienced.
It appears that the responder has done further investigation about the incident and been in direct contact with the healthcare workers involved. The responder demonstrates that there has been some interventions put in place to improve future encounters/outcomes.

# data[].attributes.attachment_link.title
Fighting for change and advocating for a precious loved one.

# data[].attributes.attachment_link.description
I recently went to visit my partner at Northam Regional Hospital. My partner is terminally ill and I am aware that they only have a short time. They were put on intravenous antibiotics to try and give my partner a chance to clear the cellulitis infection on their legs. The palliative care Drs had sa…

# data[].attributes.body
https://www.careopinion.org.au/87870

The response is a good example as there is acknowledgment of the mum's experience in accessing care and the dismissal of the information and concerns she had regarding the health of her child. Actions and explanations have been added to each of issues raised by the complainant with the added invitation to have further discussions regarding their experience and the encouragement of accessing an escalation program, the name and number to call. There is also a strong outline of the guidelines required re COVID screening at the time of the complaint.

# data[].attributes.attachment_link.readable_text
Recently, I presented to the hospital at night with my infant baby after they had what appeared to be a seizure in my arms. (They have had two previously).

I had to hit the buzzer to talk to triage from outside the hospital. I told them what happened and the age of my baby and the staff member proceeded to ask me Covid screening questions.

I obliged for about 2 minutes. The staff member was struggling to understand me through the speaker as I was becoming emotional at the situation. I eventually raised my voice and said "I've just told you my child with a history of seizures has just had one and you're asking me continuous Covid questions". They said it's just protocol and we have to do it.

[I can understand some questions but they seemed to go on and on, and with the situation at hand, I'd say this is a more pressing issue.]

Once in, I recall I was told that it was for the greater good of the community that I needed to be asked so many questions, but don't worry we will just have to ask them inside.

Now I understand that Covid situation, especially with country hospitals, but I believe it shouldn't take precedence over a baby potentially facing something serious. Treat us as though we have Covid if you must, but in my opinion don't make someone wait so long in order to ask questions that really were answered in full within the first 4 questions that seemingly had nothing to do with what my baby was immediately facing.

They did relevant checks of heart rate and a urine sample which were all good (thankfully), though I mentioned that my baby had a long history since their last infection and seizures of having high blood pressure.

I felt the nurse laughed at me and told me that it's hard to get a good reading of blood pressure and so that was unlikely.

I let them know that it was taken of 4 days every few hours while my baby was sick in a different hospital at 6 weeks and then continued to have hospital monitoring of bp over the next 5 weeks where my baby then had to spend a further 2 days in hospital as they had continued high bp. I also mentioned that in a few weeks my baby has to fly to Perth for follow up on their liver and to have their BP rechecked.

They still didn't check my baby's blood pressure even after all of that information.

I felt the doctor who was called in was nice enough to put me at ease and told me I had done the right thing and brought the baby in. This made me feel slightly better as I honestly felt like the nurse treating us didn't want us there and that the baby was clearly happy and healthy.

I believe the system in place which keep me patients waiting outside and had far too many Covid questions which took up too much time as well as being made to feel like I was wasting the hospitals time is not good enough. It honestly made me feel like I would not want to go back there if I was unsure about my babies health in case they were to judge me for returning.

With a baby with ongoing health concerns I am concerned about the care, or lack of, for the future. When speaking with others in town about this I found out this is not uncommon practice for people to be made to feel this way as well as having to wait long amounts of times answering questions when there is a medical emergency taking place.

I believe something needs to change. In my opinion it really isn't good enough.

# data[].attributes.attachment_link.description
Recently, I presented to the hospital at night with my infant baby after they had what appeared to be a seizure in my arms. (They have had two previously). I had to hit the buzzer to talk to triage from outside the hospital.

# data[].attributes.body
https://www.careopinion.org.au/88051

The responses to complaints seem to have a common theme of thanking the person for bringing the issue to their attention, and apologising for the trauma that they have gone through. I posted this one as an example of the organisation that was willing to reach out to the patient and have a further discussion with them and to let them tell their story. The whole situation is quite complex, so I feel this response is appropriate.

# data[].attributes.body
https://www.careopinion.org.au/services/ser_wh_3995_180
This is on the example which shows poor quality and safe care , also negligence to assess the patient for pain.
The patient visited the hospital because of terrible pain and she was not cared properly. But it is good to see that her feedback helped i some way that the authority could look into it and could prepond her appointment . Also it is good to see that the hospital is looking into actions inorder to eliminate such incidents in the future

# data[].attributes.attachment_link.readable_text
Tell your story... make a difference

Tell us what was good and what could be improved, say thanks or call for change - we'll pass your stories to the people in health and social care who can make a difference.

Visit https://www.careopinion.org.au
or call us on +617 3354 4525

# data[].attributes.attachment_link.title
Wonthaggi Hospital / Emergency Department

# data[].attributes.attachment_link.description
Tell us what was good and what could be improved, say thanks or call for change - we'll pass your stories to the people in health and social care who can make a difference. Visit https://www.careopinion.org.au or call us on +617 3354 4525

# data[].attributes.headline
Response to lack of breastfeeding facilities complaint

# data[].attributes.subject
Response to lack of breastfeeding facilities complaint

# data[].attributes.body
https://www.careopinion.org.au/86665

This was an excellent and concise response that acknowledged the complainants concerns and importance of having a comfortable and safe place to breastfeed, apologised, have stated why the issue has occurred (construction work/interim limited space).

It demonstrated that action has occurred as the maternity managers got together and organised a secure place for breastfeeding mothers and communicated the solution to staff so that mothers are able to be better supported in future.

# data[].attributes.attachment_link.description
I recently had an appointment at The Royal Hospital for Women of which I needed to bring my newborn baby to. I got to the hospital early, knowing that I would need to breastfeed him prior to the appointment but was a bit gobsmacked when I discovered that there were no feeding facilities within the h…

# data[].attributes.body
Having read the complaint, which as an ED nurse is pretty disappointing, i feel the response was fantastic, their concerns were acknowledged and an appropriate reason given as to why they waited.

# data[].attributes.body
https://www.careopinion.org.au/87533

The response was acceptable in that it acknowledged the parent's frustration and anxiety around their child's injury which was the source of their dissatisfaction. The respondent also then went on to explain the ED triage system as an explanation towards the longer wait time. I don't think there was anything wrong with the response but I would have used more empathic language. I think in general what complainants are seeking to be heard and communicated with and to know that they have had an impact by making a complaint.

# data[].attributes.attachment_link.readable_text
My child year old got hit with a hockey ball on their thumb while playing sports.

Nail is blue and finger very swollen. At the time of writing this story, we had been waiting for 3.5 hours and were not even next in line yet. My child is in pain. Only 1 doctor on apparently today. In my opinion, this is unacceptable!

# data[].attributes.attachment_link.description
My child year old got hit with a hockey ball on their thumb while playing sports. Nail is blue and finger very swollen. At the time of writing this story, we had been waiting for 3.5 hours and were not even next in line yet. My child is in pain.

# data[].attributes.body
- Responder acknowledged traumatic experience
- Apologised!
- Provided relevant information to further assist the complainant in her health, should it be required.
- Also provided brief education on hospital systems without being dismissive.
- Included a way to contact complaints department, however would have liked to see what action had already taken place in response to complaint.

# data[].attributes.attachment_link.readable_text
I recently presented to Rockingham Hospital's Emergency Department, three days after having a stillbirth at another hospital after passing an alarming amount of blood and what appeared to be a large chunk of placenta. I had called ahead to the midwives at Rockingham and been advised to present to the Emergency Department.

Naturally, this was a distressing experience to begin with but it was made far worse by the series of events that proceeded once I arrived at the Emergency Department. Once admitted, I was immediately placed in the paediatric area with a six-month-old baby immediately to my right and another small child near me. My milk had just come in and listening to babies cry for three hours straight caused my breasts to leak profusely and broke me mentally because not only am I three days postpartum from a stillbirth but have previously suffered a neonatal loss and have no living children.

I can tell you that I believe without a doubt that every single staff member I interacted with this night knew of my circumstances and history but did nothing for the extreme distress I was experiencing. After being examined by an obstetrician late at night, I was told I'd need to stay overnight and have an ultrasound in the morning. I did not get onto a ward until around three hours later, this appeared to be due to the fact that the nurses were arguing over whether I should be sent to maternity or to another ward. No one asked me what I would be comfortable with and in hindsight, I would've preferred to be cared by midwives who knew what I was going to and I believe were understanding of what I was experiencing.

When I was finally sent to the surgical ward, I felt I was treated with absolutely zero empathy. I was so distressed at this point that I could hardly speak and was shaking like a leaf but the nurse leading my care did not seem concerned in the slightest.

I was placed in a shared room with what appeared to be other men and a shared bathroom. As someone who is experiencing heavy bleeding postpartum, lactating profusely into my bra after not being able to express for 4 hours and highly distressed at this point, I believe I should have been offered some kind of privacy. Even if a bed wasn't available, I would have been happy to go into a seated area to express and clean myself.

This was breaking point for me, I had felt so absolutely uncared for and treated with no compassion for the entire experience bar when I had dealt with the midwives, I made my way up to the office - bawling my eyes out and shaking. I informed them that the shared room wasn't appropriate and after everything I'd experienced tonight, I couldn't stay here. I felt the response I received from the nurse came across as that they were exasperated with me, nothing more than an issue to be dealt with. I overheard them make a call about me and they sounded annoyed the entire time.

I did not have a check over prior to leaving and subsequently left with a IV needle still in my arm without realising. I was given zero information about how to follow up on getting the ultrasound or what to watch out for. I signed a blank piece of paper to authorise me leaving.

I left and sat in the cafeteria, deciding to call the midwife I'd spoken to earlier to tell her what had gone on and that I'd realised the needle was still stuck in my arm. She came down to the cafeteria, removed my needle and brought me supplies. She apologised profusely for the experience and said she would follow up about how badly I'd been treated during this visit. Dani, the midwife, was the saving grace of this entire visit and was the only person who seemed to actually care about my wellbeing. She truly went above and beyond to ensure I was cared for and did everything she could within her power to comfort me and make sure I would be followed up on which I can confirm, thanks to her, this has now happened.

I'm writing this in hope that the staff in ED and on the wards never, as I felt they did, treat a patient who has experienced loss like they are just a number, like they couldn't care less and they are nothing more than a nuisance. This experience has absolutely shattered whatever ounce of resilience I had left after losing another child and I am feeling absolutely mentally shattered, not worth even the slightest bit of compassion or empathy from the staff who handled my care except for Dani. This needs to be addressed and I'd appreciate some communication from the hospital regarding this matter.

# data[].attributes.attachment_link.title
Emergency Department Experience After Stillbirth

# data[].attributes.attachment_link.description
I recently presented to Rockingham Hospital's Emergency Department, three days after having a stillbirth at another hospital after passing an alarming amount of blood and what appeared to be a large chunk of placenta. I had called ahead to the midwives at Rockingham and been advised to present to the Emergency Department.

# data[].attributes.body
https://www.careopinion.org.au/87844
I quite liked this response as it contained elements such as:
* Thanks for taking the time to provide the story
* An acknowledgement of perceived suboptimal care and apology
* An action - what has been done with the feedback so far / things implemented
* but the most pleasing part was the invite for face to face discussion so the hospital learns more about the story and can partner with the consumer to identify appropriate ways of improving
Overall this response demonstrates a hospital with an improvement and learning mindset - open to feedback and motivated to improve not just acknowledge the complaint. The invitation for consumer participation in the management of the complaints process was also great.

# data[].attributes.attachment_link.description
I had this large lump on the inside of my upper thigh that was extremely painful, it hurt to walk or even sit. I originally thought it may of just been a boil, but when I woke up one morning it had doubled in size. By that night I was in a lot of pain and could not take it anymore. I drove myself 40…

# data[].attributes.body
Results from MRI report – the  response was appropriate in that there was an outright apology recognising the impact of the error on the patient and her family. The response was transparent in the investigative action underway with formal communication to the people responsible for the process and system that failed, to inform them of the incident and the impact to the patient. Further thanks for raising the complaint to give the service the opportunity to mitigate further instances and communication with the patient offered once the investigative process has concluded. A good example of open disclosure - and am assuming that patient consent for the discussions with oncologist and disclosures made, were explicitly given by the patient.

# data[].attributes.body
I actually was conflicted on Jan's response and thought it could have been improved. I feel that it was inappropriate discussing later scan results and personal discussions with the oncologist and then proceeding to say "it was good news" for her as this was not at all discussed in the original post. It took away the original purpose of the complaint and somewhat covered up the initial problem as well as a potential privacy breach.

# data[].attributes.attachment_link.description
Hi, I am telling my story retrospectively as it is sometime since this has occurred. Another reason for doing this is to stop this from happening to another client of the Bass Coast health service or to their families. In short this is the story. I had an appointment in March with my oncologist at t…

# data[].attributes.body
Child undiagnosed with meningicoccal.
Peter responds in a very pragmatic manner, acknowledges this shouldn't have happened and advises it will be investigated. Fairly fact based and missed the mark when he says the child has recovered. A bit more compassion would be nice and an invitation to the parent to see if there is any support they need.
Jan from Bass Medical service, great job. Acknowledged validated and apologised. Explained findings and actions and revisited acknowledgement and made a sincere offer to support the consumer and family

# data[].attributes.body
I would say I particularly liked Jan's response to the complaint because it initial started by Jan saying sorry to the complainant.

# data[].attributes.attachment_link.description
Hi, I am telling my story retrospectively as it is sometime since this has occurred. Another reason for doing this is to stop this from happening to another client of the Bass Coast health service or to their families. In short this is the story. I had an appointment in March with my oncologist at t…