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I believe that this is a good example of a response to a complaint. It reassures the relative that there is a very thorough investigation going on and that it was addressed accordingly. However, it can be improved with more ways of how the services could be improved through patient centred care, collaboration and openness.

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Stated thanks for sharing story. States personal disappointment in patient not receiving care they were happy with. States that reported pain and nausea should have been dealt with while unnecessary procedures should be limited. States working on communication is a priority for the department. States appreciation for feedback. Gives personal contact details should the the person laying the complaint want to discuss it further

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Mid last year during a football game I had injured my ACL. I was then referred to Royal Perth hospital a month later to see a doctor. The doctor instructed me to get an MRI. They had recommended knee reconstruction to firstly preserve my knee function and then hopefully return me to some level of exercise.

The doctor had discussed with me the prospect of ACL reconstruction +/- MCL reconstruction depending on their examinations under anaesthetic with lateral meniscus repair. The doctor then stated on my specialist letter, the doctor has added me to the wait list that day as a category 2 patient, this was dated 2 months after my injury.

By late last year, some months later, I had called the wait list. I was expecting to have my surgery data sent to me by now as being a category 2, I understand it was indicated that it should be done within 90 days. This was when I had found out that I was not on the wait list. It seems no one had placed me on the wait list after my first appointment. As I understand it, they then placed me on to wait list and I received a letter in the mail a week later confirming that I was on the wait list and that it should be done within 90 days.

Almost two months later I had called the wait list line again to confirm that they will have a date soon as I believe technically I should have had my surgery by the end of last year. Unfortunately they informed me that I had only been on the wait list since the end of last year, I then had to inform them I should have been put onto the wait list two months after my injury (and can prove I should have) but they explained they can only work with that date they were given which was the date at the end of last year.

They then asked why I hadn't filled in my anaesthesiologists letter when I was put on the wait list. I then explained that orthopaedics didn't put me on the wait list, the wait list person put me on the wait list. They then sent me out the questionnaire by mail, then I had filled and then returned within 2 days of receiving it. Then got all my nurse appointment and bloods done really quickly then I confirmed with the wait list people that I had the OK for surgery.

I was given my surgery date of mid year this year - 10 months after my injury being a category 2 patient. I have now received a phone call that my surgery had been cancelled and they will be in contact at a later date to book me in.

I am currently waiting for my knee surgery and I am due to have ankle surgery 4 months after, this has affected my second surgery that I have waited over 2 years to get repaired.

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Mid last year during a football game I had injured my ACL. I was then referred to Royal Perth hospital a month later to see a doctor. The doctor instructed me to get an MRI. They had recommended knee reconstruction to firstly preserve my knee function and then hopefully return me to some level of exercise.

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https://www.careopinion.org.au/80624 - Feeling Ignored and Need Help 

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https://www.careopinion.org.au/80624 - Feeling Ignored and Need Help 

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The response from the Regional Director to this complaint was comprehensive and addressed the issues raised in the initial complaint. It also highlighted what changes would occur as a result of the complaint, such as increased training on providing compassionate care. The response also stated who else had been made aware of the complaint and gave the complainant an avenue to further discuss the incidents. Compared to the other feedback letters that I read, this seemed to provide the most comprehensive response that acknowledged the incident.

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In my opinion the response could be improved.
I commend and appreciate that he was apologetic of care that the patient received.
-response feels rushed and not well thought through. Feels more like a generic response.
-can clearly see that the director has not looked into the matter. e.g he says he wants to assist the patient, but there's no actual action to that effect. I feel that the letter was a cry for help, but the director did not treat it with the urgency it required.
- director directed them to a service. Probably a better way would have been to have the service contact the patient.

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In response to the mother who had DKA the hospital. I feel the response was genuine and reassuring. The organisation apologised and acknowledged that the treating team should have considered the mothers intuition on presentation. There is some sympathy and respect shown in the letter. Feedback is valued and assurance is given on attention drawn to diabetic management adding to that no other family would go through such experience. I think this was a good response

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In response to the mother who had DKA the hospital. I feel the response was genuine and reassuring. The organisation apologised and acknowledged that the treating team should have considered the mothers intuition on presentation. There is some sympathy and respect shown in the letter. Feedback is valued and assurance is given on attention drawn to diabetic management adding to that no other family would go through such experience. I think this was a good response

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I feel the response here by the Direct of Nursing and services is very professional.

The Director of Nursing firstly thanks the patient for her feedback (this is common across all replies - acknowledgement of feedback whether good or bad).

The DON the expresses his sincere apologies and invites the patient to contact him personally on an email address should they wish to discuss this further.

The DON then goes on to advise the patient that the feedback would be passed on so that education can be given to staff to help improve the patient experience moving forward.

I feel this complaint was handled very professionally and I can only imagine the patient too was satisfied with his reply and did not wish to take this further.

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The response was clear and concise.  It acknowledge the complainants emotions and was personalised.  The response showed the intent to make things right and where the organisation is at in terms of resolving the issue.  The response provided reassurance and a positive attitude which focused on improving things together accounting the feedback received and opening an avenue of further discussion.

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I particularly liked the personal touch offered by the operations manager in this complaint. He provided a concise and honest reply with a tangible discussion of what was changing in the ED. i also like that the DON provided an update to the change that had been implemented. I think overall this was a good series of responses as they focused in on a sincere apology that was future focused.

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I believe that the Exec Director's response is superficial. She  immediately apologises which is great but then goes on to acknowledge how they want there service to be  "...of a high standard" yet states  it is disappointing to hear of his experiences. The 2 statements are not linked. It would have been better to state that it was not satisfactory the services did not support his requirements at a high standard. Additionally her response identifies strategies and reasons which caused the delay. Some of the language chosen can sound like jargon. Whist it is important to provide information, I would have focussed on what he wants to know which is around when he can expect to receive his surgery.

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Mid last year during a football game I had injured my ACL. I was then referred to Royal Perth hospital a month later to see a doctor. The doctor instructed me to get an MRI. They had recommended knee reconstruction to firstly preserve my knee function and then hopefully return me to some level of exercise.

The doctor had discussed with me the prospect of ACL reconstruction +/- MCL reconstruction depending on their examinations under anaesthetic with lateral meniscus repair. The doctor then stated on my specialist letter, the doctor has added me to the wait list that day as a category 2 patient, this was dated 2 months after my injury.

By late last year, some months later, I had called the wait list. I was expecting to have my surgery data sent to me by now as being a category 2, I understand it was indicated that it should be done within 90 days. This was when I had found out that I was not on the wait list. It seems no one had placed me on the wait list after my first appointment. As I understand it, they then placed me on to wait list and I received a letter in the mail a week later confirming that I was on the wait list and that it should be done within 90 days.

Almost two months later I had called the wait list line again to confirm that they will have a date soon as I believe technically I should have had my surgery by the end of last year. Unfortunately they informed me that I had only been on the wait list since the end of last year, I then had to inform them I should have been put onto the wait list two months after my injury (and can prove I should have) but they explained they can only work with that date they were given which was the date at the end of last year.

They then asked why I hadn't filled in my anaesthesiologists letter when I was put on the wait list. I then explained that orthopaedics didn't put me on the wait list, the wait list person put me on the wait list. They then sent me out the questionnaire by mail, then I had filled and then returned within 2 days of receiving it. Then got all my nurse appointment and bloods done really quickly then I confirmed with the wait list people that I had the OK for surgery.

I was given my surgery date of mid year this year - 10 months after my injury being a category 2 patient. I have now received a phone call that my surgery had been cancelled and they will be in contact at a later date to book me in.

I am currently waiting for my knee surgery and I am due to have ankle surgery 4 months after, this has affected my second surgery that I have waited over 2 years to get repaired.

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Mid last year during a football game I had injured my ACL. I was then referred to Royal Perth hospital a month later to see a doctor. The doctor instructed me to get an MRI. They had recommended knee reconstruction to firstly preserve my knee function and then hopefully return me to some level of exercise.

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This response was clear and respectful to the family and child's welfare. Empathetic level headed, non blaming and respected the complaintant. The response did not move away from the issue, instead thanked them for engaging with them. Actions were outlined and overall showed an understanding of the incident.
Further more a response from the NM showed acceptance of responsibility and the actions to follow, with an understanding tone.

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The response to this complain by the DON of support services was compassionate, well written and concise. He clearly outlines the process that had occurred to address the treatment the patient received in his hospital so far and what would occur further if the complainant would like a more personalised response.

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This response was well written, clear and concise. It was direct, compassionate and showed that they were trying to fix this issue s that it didn't occur again. I liked how they were taking action and also taking responsibility for what had happened.

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The response to this mother I thought was great. They identified the issues and apologized. They then imparted change - spoke with the team involved and ensured that there was more diabetes education within the ED

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https://www.careopinion.org.au/81326.                  "Inadequate care, no duty of care, condescending"

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https://www.careopinion.org.au/81326.                  "Inadequate care, no duty of care, condescending"

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The response from the Regional Director was quite positive. She thanked the patient for taking time to write the feedback, apologised to the patient for going through the bad experience while at the hospital, and referred the patient to the Medical Director so that proper investigation could be undertaken.

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The respondent to the complaint about unfair treatment of residents during COVID lockdown was thorough and compassionate. He validated the experience of the complainant, addressed his concerns, advised that the incident had been discussed with staff, that shortfalls had been addressed, he was given an apology and an invitation to discuss the matter further.

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This response to me was perfect. The dialogue used expressed a compassionate response. It also provided the complainant with an example of how they will improve the system for future patients and there families. There was no use of policy and procedure protocols and( jargon that some people may not understand) , nor references to these. It was very personable.

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I love this response letter. You can tell straight away the level of compassion and empathy expressed in the writing of it, it isnt just an auto-pilot response highlighting how much the hospital prides itself on a job well done but it seems like alot of effort has been put in to individualise the response. Talking about how a mother's intuition can inform the treating team to diagnose the best treatment..brilliant!
Alot of other responses have just been a blanket 'PR/HR' type response response saying they will try better next time but this manager has gone above and beyond to ensure this pt feels heard and supported and stated that a full investigation would be conducted and outlined exactly what the process would entail.
Further, I like how he has outlined specifically what practices they would be looking to improve, liaising better with external clinicians, consulting with educators to improve training and resources and improving processes for ongoing care

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https://www.careopinion.org.au/81488

I think the executive director responded well to this patient complaint.
She was kind and compassionate and offered an apology to the patients issues. I think an apology goes a long way when managing a complaint, it validates concerns and sets a personable tone.
The director acknowledges the delay for surgery but adds an explanation to reasons why and informs the complainant what the organisation has in place to try to over come the issues.
The director has considered all of  Friele & Sluijs, 2006 expectations when responding to complaints.

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https://www.careopinion.org.au/81244

I think the operations manager had a good response to this complaint. He validates their frustration by commenting on the feelings of worry and stress when a loved one is unwell. He has informed them on how they are willing to improve their care by having someone to greet patients to help in the waiting room to aid in explaining the healthcare process. He apologised for the obvious poor communication. He also offered his contact information to be contacted directly.

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This example was about a complainant who had felt forgotten on his admission and in waiting for an operation.
The respondent acknowledged how he was feeling and apologized for the situation.
The complainant wanted to stay anonymous, however the respondent gave contact details if he would like to discuss the matter more.
Information was also given to support the actions taken by the health care workers.

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This example had some key elements of a complaints response, being acknowledgement,  recognition, and apology, plus an assurance to provide improved communication and holism amongst staff, and an attempt to discuss things further. I do feel while reading it that it was a well worded 'gloss over', and really makes no effort of acknowledging error on behalf of the treating staff. I felt this was paying lip service of what should have been done, but no real attempt to acknowledge error.

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https://www.careopinion.org.au/75622
I think the response from the NUM and DON was apologetic and appropriate.It is very true that they should have managed her pain first and then discuss about further procedures. But matters like iv antibiotic and further investigational procedures are the decisions of the doctors.I don't think GP can recommend to commence iv antibiotic without a sure reason. In this case, it doesn't say what the complication was,assuming it's ?infection.Of course they need to find out the cause and for that further investigation is needed.
I suppose by offering an open discussion,the DON and NUM was very  smart in their
approach.

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https://www.careopinion.org.au/81472

I felt this response was really well written. I noticed the theme is normally to thank the patient for using the service to begin with, which was done in this instance. It was then followed by a compassionate and sympathetic apology that sounded genuinely directed at the individual rather than a generalised apology. They also responded in less than 3 hours which is very quick. They discussed ways they are already mitigating these issues and also offered the complainant an opportunity to provide even further feedback to the mental health director. I would be satisfied if this was a response that I received.

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https://www.careopinion.org.au/76689 This response was  from the Operation M anager  of Bunburry Hospital . I think the response was apologetic and impartial between the complainant and staff.He admitted the failure and  gap in  knowledge and clinical skills in assessment by the doctor. He also acknowledged the anxiety and stress of the family caused by the incident. I like the way he discussed changes in the system to improve the skills and knowledge to the clinicians so such incident will not happen again. I guess what the operation manager has really done is he got down to the consumer level to understand their predicament and frustration . And at the same time, he  made the consumer understand that the hospital is taking the complaint in a positive manner and is making changes to improve health care delivery. 

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https://www.careopinion.org.au/76689 This response was  from the Operation M anager  of Bunburry Hospital . I think the response was apologetic and impartial between the complainant and staff.He admitted the failure and  gap in  knowledge and clinical skills in assessment by the doctor. He also acknowledged the anxiety and stress of the family caused by the incident. I like the way he discussed changes in the system to improve the skills and knowledge to the clinicians so such incident will not happen again. I guess what the operation manager has really done is he got down to the consumer level to understand their predicament and frustration . And at the same time, he  made the consumer understand that the hospital is taking the complaint in a positive manner and is making changes to improve health care delivery. 

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This response was a very quick and I though very appropriate response to a lady who was very unhappy with the care her partner received .The response was almost within the hour if not an hour later and thanked the complainant of her feedback. Both negative and positive. It didn't really acknowledge what was mentioned in her compliant but it did let the complainant know that her complaint had been sent to the " Clinical program leaders" for review. The response also let the complainant know if how they will contact her and have her contact info if she would like to further speak on the matter.

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This response was a good answer to the complaint written. It was personal, offered an apology and explained that the care received by the patient was below the standard that they expect. It offered the patient the opportunity to explain further the incident to a contact person and that the issue has been raised to higher management to ensure it is dealt with thoroughly to prevent it happening again

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This was a great response from a general manager which was followed up by the DON giving an update to the family member about the action that the general manager said would happen. The manager responded to the Mother's concerns with empathy and acknowledged the shortcomings of their health service. The manager also apologised and outlined the changes that would happen as well as speaking to individual staff members to create learning from this incident. The follow up from the DON recognised the action that the manager had identified as well as going further to expand on other improvements the health service had made. The Manager responded straight away and the DON a month later- showing they were taking immediate action to ensure the incident would not happen to another persons child.

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This response was from the patient experience manager at St George Hospital Covid vaccination clinic. She provides an upbeat, positive and enjoyable response where she compliments the work of the team in the vaccination clinic, much as the patient has, and notifies the patient that she will share their feedback with the team. They responded within 2hrs of the feedback being received which was impressive considering the time of day that the feedback was provided (after business hours).

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This response was from the acting Operations Manager who acknowledged the inconvenience and anxiety caused by having the complainants procedure cancelled twice. They also acknowledge the impact it has on their work and family commitments and offer a sincere apology.
They offer an explanation of why this does occur from time to time and how they are working to minimize surgical cancellations now and with a redevelopment of the hospital with government funding allocated to increase theatres and hospital beds in the future
A contact for himself and the waitlist CNS is offered to discuss further.
Overall I feel this response was appropriate, however it may have been useful to add that as the patient had been cancelled twice previously that they would be then made first on the next allocated theatre list to be given priority- or something to that effect to help their anxiety as described.

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This was such a positive and heartfelt reply to a person who was sharing their positive experience with a drug rehab program, the fear they had in participating and the positive outcomes they have had in overcoming them.
The response was personal and very positive and was one that commended the person in their efforts. There was not one bit of judgment in their response and I think it is one that would have made the writer feel heard and special.

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It was good to see a response from both the NUM and the DON. This shows the pt that they have escalated their complaint to be addressed further than just the ED ward itself.
They both apologise, acknowledge the pt's unpleasant experience, and offer an opportunity to further discuss the matter by providing phone and email contacts.
Finally, it is useful to mention that the ward is currently working on improving through their current program of improving patient-centred care and communication.
This validates the pt's experience and concerns and shows a commitment to improving it.

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responses to care opinion; apology and change

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responses to care opinion; apology and change

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The responses by the criticised services were more involved. I especially like to double response from the King Edward Memorial Hospital Maternity ward, where the initial response was sent and then the update with a resolution of collaborative care provided by the three teams involved: emergency, paediatric and diabetes care. They developed communication between themselves and co-ordination is smoother. That update would have re-assured the parents of the future safety of their child and others' children, knowing specialist care was available through collaboration. They kept them informed which is important and would have set them at ease.
The  response which from Sales was apologetic and stated expected standard of care. It resulted in changes being charted on the website for the complainant and others to see, as did the Broome hospital maternity funding that was progressing towards the new birthing baths. The response may have been delayed between the encounters and being 'heard', which had not helped relationship development between the patients and the hospital, resulting in the very public display of opinion, but this was an outlet for both to voice the process and, hopefully, make amends.

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This is a very good positive feedback from the carers ' perspective.
She stated that her parents received wonderful health service and the Diabetic CNC provided wonderful communication with family and patient's GP which built up a strong relationship between them. Obviously this enhance patient and family trust and confidence for health professionals .

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response to "Inadequate care, no duty of care, condescending." 

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response to "Inadequate care, no duty of care, condescending." 

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All the response in common is that they acknowledge the person who lodge the complain/feedback, they emphasis the issues and apology for what have happened. Most of the responses provided their contact details for further investigation, providing the opportunity for the writer to approach them privately, which indicates the organisations care about consumer's feedback.

The Response I liked in particular is from Response from 'Bec Smith, Regional Director, WACHS". She thanked the patient for telling her experience and expressed her sympathy to what have happened, explained the core value of the hospital, and explained what she would like to do to improve the care in the future. It expressed their care and compassion for quality improvement

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All the response in common is communication and apology.

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All the response in common is communication and apology.

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The one i like most is the Birthing option The coordinator has mentioned about utilizing the funding appropriately looking at patients needs and preferences.
The coordinator has also mentioned the tentative time frame of the project completion for the Client which is great information for future birthing option.

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Response to "Emergency Department staff"

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Response to "Emergency Department staff"

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The response from the NUM and DON was good from the fact that they did initiate an apologise and acknowledgement of the substandard care that was provided while also informing the patients that changes has been initiated to improve the communication process. The response could be improved by acknowledging the patient's experience and emotions in writing more clearly.

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A good response from the regional director acknowledging the overall experience and misdiagnosis and lack of transparency and professionalism from the medical team.
I feel that this is a very relevant complaint which if not taken seriously by the patient and her partner would have resulted in fatality.
The response from the clinical director shows the gravity of the complaint and should definitely be investigated further so that it results in correction and the mistake not repeated in future.

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A good response as there was acknowledgement from the NUM and DON indicating it was escalated within the organisation, both demonstrated empathy, acknowledged and validated the patients emotional response, provided an apology and thankful for the feedback. They explained actions  now in place to improve the quality of care provided as well as provided an opportunity to discuss further in person.

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Response to "Lack of proper treatment and diagnosis"

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Response to "Lack of proper treatment and diagnosis"

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This was a good response to the  mother's complaint of lack of care by ED staff.
I find this complaint relevant as patients often arrive to our ward from ED feeling overlooked and rushed. Their meds are often not prescribed and treatment not administered.
The Operations Manager provided a good response by acknowledging the mother's intuition and the importance of patient advocacy. They appreciated her concerns about the lack of diabetes education and implemented changes to improve training for the ED team to ensure this experience will not happen again.

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The reason I chose this care opinion as it may common issue happened in aged care. The clinicians and RNs are easily to ignore the communication with family what they deal with residents with dementia.

In this case, the legal representative opinion totally be ignored, total no communication or discuss with representative. The GP and RNs in aged care definitely need to have education about communication with residents representative and to ask GP and RNs to aware of policy to use anti psychotropic medication and to get consent before commence.

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Response to "phone calls never answered at outpatients clinic"

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Response to "phone calls never answered at outpatients clinic"

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I believe this response was a good example of a complaint response. The person acknowledged the complainant's frustration, they apologised for their experience, they explained possible reasons for lack of phone calls being answered and they provided a number of solutions they will be putting in place to correct the issue.