Care Opinion stories and responses (Session 5, 2022) by Learning Design at UTS https://padlet.com/postgraduate_futures/271b7mmd9ou132ow en-us 2022-06-16 04:59:05 UTC 2022-09-22 03:16:45 UTC hello@padlet.com https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2271065465 I would say I particularly liked Jan's response to the complaint because it initial started by Jan saying sorry to the complainant. ]]> 2022-08-25 06:10:41 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2271065465 PCH https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2271195582 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]]> 2022-08-25 08:50:19 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2271195582 "Results from MRI" https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2273242109 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. ]]> 2022-08-27 03:28:28 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2273242109 Results from MRI report https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2273319733 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.

]]> 2022-08-27 08:40:45 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2273319733 Response to ED complaint https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2273648476 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. ]]> 2022-08-28 05:46:50 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2273648476 Complaint of care post stillbirth https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2274336843 - 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. ]]> 2022-08-29 05:49:03 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2274336843 Waiting time in the ED https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2275382175 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.]]> 2022-08-29 23:34:56 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2275382175 Waiting in the ED. https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2275407805 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.]]> 2022-08-30 00:05:33 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2275407805 Response to lack of breastfeeding facilities complaint https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2279467589 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.

]]> 2022-09-01 15:23:33 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2279467589 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2281016504 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 ]]> 2022-09-02 17:42:32 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2281016504 Response to a complicated complaint https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2281357573 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.]]> 2022-09-03 05:55:06 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2281357573 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2281769951 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. ]]> 2022-09-04 04:37:00 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2281769951 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2282437096 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.

]]> 2022-09-05 02:42:46 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2282437096 carly_jacka https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2283968033 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. ]]> 2022-09-06 04:44:59 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2283968033 Mistreatment and lack of care for my grandparent https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2286275117 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.



]]> 2022-09-07 12:06:45 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2286275117 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2287325203 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 ]]> 2022-09-08 01:03:19 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2287325203 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2287825660 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.]]> 2022-09-08 08:21:07 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2287825660 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2289062801 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. ]]> 2022-09-09 02:03:47 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2289062801 "wound care" https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2289171277 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. ]]> 2022-09-09 04:32:32 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2289171277 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2289390699 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. ]]> 2022-09-09 08:59:59 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2289390699 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2290586675 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.]]> 2022-09-10 11:58:33 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2290586675 "Lack of care given to my spouse" 14327872 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2290912165 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]]> 2022-09-11 02:30:49 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2290912165 Lack of breastfeeding facilities" https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2291549304
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.

]]> 2022-09-12 01:11:00 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2291549304 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2291747472 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.]]> 2022-09-12 05:33:23 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2291747472 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2295509553 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. ]]> 2022-09-14 02:32:03 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2295509553 https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2306152547 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

]]> 2022-09-21 04:42:44 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2306152547 Elective caesarean section poorly executed https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2307969939 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. ]]> 2022-09-22 03:16:45 UTC https://padlet.com/postgraduate_futures/271b7mmd9ou132ow/wish/2307969939