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This story highlights an ongoing issue of extended wait and fasting times, although in some cases this is unavoidable I believe it is important to have meaningful communication regarding this so the patient can make informed decisions regarding their care.

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I had been in the short stay unit of Fiona Stanley Hospital for 72 hours and my surgery had been cancelled 3 times already.

I initially presented to a local hospital hospital whose team were fantastic. They advised I must present to the transit lounge of FSH by a certain time so we raced back to Perth early in the morning to ensure we were on time.

The plastics team examined me for 2 minutes and I was admitted around 8 hours later. They dropped by again at for another 2 minutes on the following morning and did not even bother to come at all on the day after.

Each day I had to fast for 16 hours only to be told at the last call it's not going to happen. Being hungry all day long I feel is inhumane. I've had an open wound for around 4 days which was incredibly uncomfortable

I'm terrified of having surgery and sitting around waiting all day long only makes my fear and anxiety worse. I believe there is zero communication, I have no idea what is going on with my case. I feel there are lots of excuses are being thrown around, I recall a senior staff member even came and basically told me too bad so sad, we're busy.

The plastics team are seemingly out of sight, inaccessible and, I believe, won't answer the phone for the nurses half the time.

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I had been in the short stay unit of Fiona Stanley Hospital for 72 hours and my surgery had been cancelled 3 times already. I initially presented to a local hospital hospital whose team were fantastic.

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"Outstanding team members of Sydney Eye Hospital and Save Sight"

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"Outstanding team members of Sydney Eye Hospital and Save Sight"

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This is a story from a Ukrainian woman who's mother was frequently visiting Sydney Eye Hospital. She mentioned two of the staff on site who really took care for her mother and couldn't speak highly enough of them. I thought the response from the Clinical Service Manager was very clinical and didn't focus on the individuals success, rather the success of Sydney Eye Hospital.

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This story is from a patient who had to wait longer hours in ED to see a doctor. I particularly liked the response from the regional manager who has apologized to the patient and explained the reasons around triaging patients as per clinical needs. In fact, she suggested Aishwarya’s CARE Call to escalate concerns in case of deterioration or if they are worried while waiting in the hospital and expressed concerns by asking if he/she is feeling better. Overall, the complaint was handled with a positive & a polite invitation to discuss concerns by providing phone number and reassurance that his feedback has been shared with the hospital management team for review and action.

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Waited 3 hours then another 3 and half before I finally got to see a doctor. Between checking vitals was told to wait in another room with what I recall were blood stains on the ground, while I was there a nurse called my phone to check if I was still in the hospital. Then was told to wait back in another area. Where another nurse had to go looking for me again. Surely staff in the Emergency Department can have a better system. I understand it was truly busy but I believe there were people in the waiting area with extreme issues that were still waiting. Based on my experience, do better Geraldton Regional.

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Waited 3 hours then another 3 and half before I finally got to see a doctor. Between checking vitals was told to wait in another room with what I recall were blood stains on the ground, while I was there a nurse called my phone to check if I was still in the hospital.

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The complaint was in regard to inefficiencies with instructions pre a procedure as well as as perceived rudeness of a staff member on the end of the phone. While the response acknowledges there were issues and the clinical director of the service has spoken to and apologised to the patient, reassuring that changes would be made. The author of the response - The CE-assumes that it has been dealt with adequately, and offers no pathway for further discussion. I'm not sure if this is adequate- given that the failure/s or complaint/s may be due to organisational issues rather than intradepartmental.

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Referencing: a call made to the hospital recently

Regarding: Cardiology pro forma titled "Instructions for Pacemaker Insertion"

This form is sent out prior to the patient having a Pacemaker inserted and tells the patient what to do prior to the procedure.

Most of the form deals with medications that need to be started and stopped.

At the bottom of the first page, under the section titled "Instructions about Medications to Continue Taking" it states the following:

"If you do not have a Cardiologist please call the Contact Centre on 1300 342 255 and ask to speak with a Cardiology Registrar in relation to your procedure." with regard to medications you do not have instructions for.

I tried following this instruction.

1. It seemed the switchboard do not have a clue about where to find a Cardiology Registrar and transfer the call to Outpatients.

2. Staff at Outpatients do not have access to any Registrars or any idea of how to contact one and transfer the call to Cardiology Ward 2.2

3. Staff member at Cardiology Ward 2.2 I feel is officious, condescending and rude. They tell me to talk with my GP - this is not an option because my GP quite rightly refuses to give Cardiology advice because that is the role of the Cardiologist. They keep telling me to read the end part of the form where it says that a nurse will contact me 2 days prior to the procedure. I keep reading back to them the part of the form telling me to ring the hospital but I recall the staff member just keeps telling me that's not how it works.

My first problem is that a Cardiology Registrar advised me to stop taking Amiodorone (a drug used to control heart rate in treatment of atrial fibrillation). This advice given at my heart failure clinic appointment in anticipation of a procedure the following month. I believe the risks and implications of stopping this drug for an extended period are serious, complex, dangerous and require management. As I understand it, one of the effects of stopping the drug is hyper- or hypo-thyroidism. Amiodorone resembles iodine and plugs into the iodine receptors on the thyroid gland. As a consequence a patient on Amiodorone has to take controlled doses of Thyroxine as the thyroid shuts down. Managing this requires frequent blood tests. This is on top of the risk of no longer controlling my atrial fibrillation, which is a life-threatening condition.

Given that the procedure is not now weeks away but months, what am I supposed to do?

My GP is on holiday, and would just tell me to speak with Cardiology at BHH if I could speak with them.

My second problem is with the seemingly ignorant and officious staff member I spoke with.

I hope that there is a recording of the telephone call so that someone in seniority can listen to the call and, I feel, correct their process and attitude.

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Bad experience prior to Pacemaker Insertion

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Referencing: a call made to the hospital recently Regarding: Cardiology pro forma titled

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It is not common for people who access alcohol and other drug (AOD) treatment services to provide public feedback, often due to the associated stigma and discrimination associated with AOD use. This positive feedback was wonderful to read. My branch fund this organisation and this specific service and we were not aware of the feedback! The feedback provide detail as to why they had a good experience, which can be used to infomr ongoing program development. And the organisation responded to the feedback with kindness and positive affirmation.

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After a period of being heavily involved in ice use, marijuana and crime, I spent two and half years in jail. After getting out of jail I started drinking, thinking it wasn't as dangerous as drugs but quickly realised I had a problem. My parole officer suggested I engage with Lives Lived Well for ongoing support.

I did the day program and learnt so many skills and also developed good relationships with the facilitator, Nelly, who didn't just help me with the issues with drugs but helped me to understand more about myself and why I was using. The day program helped me meet better people and create positive goals for my life. I can't wait for the Aftercare program to start so I can continue learning and engaging with Nelly and Lives Lived Well.

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After a period of being heavily involved in ice use, marijuana and crime, I spent two and half years in jail. After getting out of jail I started drinking, thinking it wasn't as dangerous as drugs but quickly realised I had a problem. My parole officer suggested I engage with Lives Lived Well for ongoing support.

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This story highlighted the unfortunate experience of a elderly relative’s weight loss journey in hospital. Initially there was delay waiting for diagnosis and surgery despite significant weight loss and inability to eat. The hospital did not prioritise the patient and discharged initially regardless the patient was still experiencing symptoms and requiring further tests. The patient’s families felt they had to “battle” for proper care and communication and was overall disappointed and lack of trust in the hospitals’ promises and stated values.

I felt that the response at first read felt sincere and emotive. The executive director showed remorse towards the situation and concern about what was highlighted by the family and left the number of the patient liaison officer for the family to get in contact with so that their concerns can be heard and investigated.

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My elderly parent in law was recently admitted to Rockingham hospital following presenting to the ED. They had come to visit over the Christmas period and was unable to keep down food and their appetite had totally disappeared they had lost 8kgs over a period of 3 weeks.

After a 5 hr wait in the ED my parent got allocated a cubicle and had several tests completed 5 large gallstones were found which required surgery but the surgeon felt this could wait 2 weeks and could be done as an outpatient at this time they'd wanted to discharge but my parent in law was still not eating I got very upset so the medical team finally accepted my parent for admission and completed further tests at which time they found a dvt in their lung.

Another surgeon came to see us and explained that a scan had shown some issue with my parent's oesophagus so a gastroscopy was going to be performed following this they would remove their gallbladder. The gastroscope identified that my parent's oesophagus showed deterioration and they had bleeding in their stomach. The medical team decided at this point to discharge my parent with OP follow up.

I discussed with the consultant my concerns that my parent was still not eating and that the promised surgery had not been carried out. I was told that my parent still required a colonoscopy and gallbladder surgery both of which would be completed on a priority 1 as an outpatient. My parent's blood thinning medication was changed at point of discharge with no discussion as to why.

Around a week after discharge my parent had lost another 3 kgs. I am at my wits end. I am extremely disappointed in the care offered by RKGH it felt like I was doing battle everyday and at the end of it nothing was achieved I have found out that despite being told that my parent was a priority 1 for required surgeries, they have been put on a priority 2 for a colonoscopy which my gp says is essential and a priority 3 for their gallbladder. I am at my wits end and am dealing with a sick man who is deteriorating a little more everyday. Based on my experience, I feel shame on you RKGH you seemingly promote high quality care shared with clients and caregivers but we feel let down and lied to.

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My elderly parent in law was recently admitted to Rockingham hospital following presenting to the ED. They had come to visit over the Christmas period and was unable to keep down food and their appetite had totally disappeared they had lost 8kgs over a period of 3 weeks.

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What I found incredibly interesting was that the families of patients were genuinely so impressed with acts of kindness. On the other hand, consumers who were unhappy with their care were very disgruntled.It is so difficult to view negative feedback in care with a balanced approach as the complaints are highly emotive, and most likely written in frustration and anger. Interestingly, I only found published responses to healthcare complaints from Private hospitals.

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Posted by listenrt36 (as the patient), last week

I went into Bright Hospital for a colonoscopy. It went well. The surgeon, staff, and all concerned were great. I was happy with how it all went.

Response from Tanya Hart, Day Surgery Coordinator, Bright Hospital, Mount Beauty Hospital, Myrtleford Hospital yesterday

Thank you for your feedback listenrt36. I will pass your appreciation on to the team.

Kind regards

Tanya

The patient has acknowledged the procedure and how well staff cared for her. For the staff of this hospital this feedback would be much appreciated and could be used for training purposes and for performance reviews.

Anna

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This story is from an unhappy mental health patient who made a few complaints that seemed unlikely at first glance. I felt the response was a good one as it reassured the patient that they were heard and apologised for any mistakes made while also stating what hospital policy is and what most likely happened. The response ended with an invitation to contact them for further discussion. Altogether a very polite, professional and reassuring letter.

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I was a patient in the mental health ward. I am autistic level 2. I felt nobody was listening to my requests. I felt I was being completely ignored. I believe the heaters were on and it's the middle of summer. I'm not given my medication on time, as required. I was asked my medication times upon arrival, only to be completely ignored. My morning medication is given to me 2 hours later. My afternoon medication is given to me 5 hours later. This is causing my extreme anxiety. Anxiety that I feel would not be there, if my medication was given to me on time.

I feel I'm treated with complete disrespect. In my opinion, this mental health ward needs to be investigated. As I understand, it's a non smoking hospital, yet the staff seemingly let patients smoke in the communal courtyard, making the dining area completely stink of smoke, and the courtyard inaccessible to non smokers. I'm having a severe anxiety attack as I type this.

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I was a patient in the mental health ward. I am autistic level 2. I felt nobody was listening to my requests. I felt I was being completely ignored. I believe the heaters were on and it's the middle of summer. I'm not given my medication on time, as required.

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https://www.careopinion.org.au/94501

This story stood out to me as being a mother of 2 with one on the way, I know how greatly a positive birthing experience has on your physical and mental well-being. A common trend I found with the responses to complaints was ownership and accountability. Each facility not only apologies but also took accountability for the negative experience and highlighted a plan to further investigate and ensure this experience would not occur again to the patient or other patients in general. As a leader, I think it is important to respect any feedback whether it be positive or negative and to acknowledge the impact this experience has caused. I see the importance of ensuring a plan is in place to investigate as well as keep the complaintant involved in the process by explaining the plan of action and the outcome.

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A lot happened, it's taken many months for me to even have the capacity to be able to write this. I was left with PTSD and a pelvic organ prolapse as well and a number of infections after I left the hospital due to poor care, in my opinion.

The birth centre Perth were all supportive of my birth until it seemed I didn't fit in to their box anymore, I believe I was admitted too early! Only 3cm, I believe they should have sent me home but they didn't so then I felt I had a clock on my head! Despite my midwife knowing I wanted an intervention free birth I felt I was persuaded/coerced in to having an epidural as I hadn't progressed enough! - this is where all the problems started! I believe it slowed my labour, I was transferred to KEMH where I felt I was treated like I didn't exist, it seemed to me all the doctors did was put more and more pressure and time limits on me (close to shift change - I believe no one wanted to work over) I was not allowed to wait for my baby to descend even though the midwife requested it! I felt the midwife then didn't advocate for me against the doctors even though I believe they obviously knew this was what should have happened. I recall the course education provided by KEMH did not have information around forceps - I was not given any information around this type of delivery- so it seemed no informed consent was given. I was told this is what was going to happen to me! The whole thing was so traumatic, my baby was taken, I was sent to theatre due to blood loss I was left in recovery in my own poo as the drugs they gave me to stop the bleeding meant I had no control of my bowls. No one told me this though!

When I eventually got placed on the ward I was in severe pain and I wasn't placed on a recovery ward I was placed on a ward where pregnant women were 'resting' but I recall they were swearing and shouting it was so loud and was endless they were yelling on phones I found it horrific. I was eventually moved after crying my heart out to a midwife. The care was so poor no one helped me shower despite the fact I'd been left for hours in my own poo with an episiotomy newly cut and stitched, which is I'm guessing why it burst open 6weeks after due to infection.

After discharge I used a private provider for my postnatal care. I learnt a lot about how I believe things should have been managed and also that the care I'd been provided with on the lead up to my birth was also poor - no birth plan discussed in detail no transfer plan made, I followed my midwife's advice and in my opinion, it was the worst thing I could have done. I felt it led to a huge cascade of interventions I hadn't even considered or been educated on in the courses provided by KEMH or spoken to about by my midwife. Now I'm not a stupid person I have numerous degrees and am a highly qualified worker so I expect an expert (the midwife) would have seemingly done their job to what I feel is the highest level - unfortunately not, I believe there were so many gaps in in the care provided in hindsight!

This birth has cost me over $10000 so far in psych, physio, gynaecology and I am still suffering with pelvic organ prolapse (which I feel should have been flagged I was at high risk) things I have found out since!! But no one did this no one even mentioned this!! So being over a certain age, hyper mobile, epidural, 30+ hr labour, large baby, forceps without informed consent, I believe all increase the risk. No one even flagged this to make sure I wasn't put at even more risk! Now I cannot do my job, my relationship and my mental health has been severely affected and financially it has had a huge impact on my life. So my feedback would be to the birth centre - based off my experience, don't tell me yes I can have a water birth and yes everything with go well without telling me all the conditions I have to meet and actual statistics of how many people actually get that water birth! What really happens, in my opinion, is as soon as I didn't fit the mould I believe I was coerced in to an intervention I didn't want and transferred- left in the care of docs who I feel are annoyed that I have been added to their case load and treat me like a massive inconvenience and really don't care, just seemingly butcher my body and send me off!

To KEMH I would ask you actually explain the pros and cons of a procedure before giving it - as I believe would happen in any other case but birth! Give me the opportunity to say no and the information to say yes knowing all the information needed. My midwife was kind yes and as a person they were lovely but I don't feel like they supported my wishes enough or advocated for me in the space I needed them to! A bit of honesty up front too like the stats they gave me after the birth of 50% of new Mums get transferred that would have been good to know at the beginning of care so I could have prepared better or decided to transfer care to private midwife and home birth. My birth injuries are forever - I can no longer run, or do my job and no one is liable because it happened during birth!! I think these people need to know that they have that kind of capacity to change someone's life and based off my experience, need to do better, a lot better!! I would like a response from the birth centre and KEMH as to why I was seemingly treated so badly, and what they are going to do to ensure this doesn't happen to other women!

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A lot happened, it's taken many months for me to even have the capacity to be able to write this. I was left with PTSD and a pelvic organ prolapse as well and a number of infections after I left the hospital due to poor care, in my opinion.