Care Opinion stories and responses by Learning Design at UTS https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv 96342 — SP3 — 2023 en-us 2023-03-30 05:38:34 UTC 2026-01-04 11:05:53 UTC hello@padlet.com https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2580104424 This reply had everything, acknowledgment of issues, knowledge that the complaint had been received elsewhere. A plan on how the complaint will be handled and by who. An acknowledgement of the standards expected and how this may help improve them. There was also an apology. acknowledgement of the helpful staff member and their kind words to him. very professionally written and easy to read and understand.]]> 2023-05-06 02:58:21 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2580104424 marisalskrzypek https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2580110834 Partner's breast care journey | Care Opinion
I felt that this response was compassionate, and respectfully requested that the author contact the hospital so that the care could be investigated in more depth, with a view to utilising the experience to learn and improve from.
I do have more background detail regarding this post. I know that the author did contact PFLS, and was immediately put in touch with the Director of Nursing for Womens and Newborns Service. He had wanted to share his story as his wife was a paediatric nurse who had known all along that something was not right, but had faith in her nursing and medical colleagues. It's a tragic story, but via the Care Opinion platform the author was able to have a long and chat with a compassionate Director, felt he had been heard, and was reassured in the care provided to his wife. Learnings were also shared with all Lactation Consultants. And for staff - it was reassuring to find out he is very well supported in the community with a close family and positive social supports.
(Marisa Skrzypek)]]> 2023-05-06 03:22:06 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2580110834 https://www.careopinion.org.au/91135#comments https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2580777640 I think this response shows some sympathy and a willingness to listen to what had happened and plan to further investigate. I think the response should have included an apology.  ]]> 2023-05-07 11:33:14 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2580777640 https://www.careopinion.org.au/82641 huasjiang https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2581472526 It is a good response as it was short and to the point, the hospital acknowledged the reason for the complain, did not come up with excuses or justification n as to why that happened, and gave strategies to take it further if the family wanted to. This shows that the organisation is willing to spend the time to listen and investigate. The only thing is that they did not apologise in the response, it thanked the parent for their time. Shirley ]]> 2023-05-08 04:43:59 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2581472526 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2581479843 My toddler's rash | Care Opinion
I felt this response addressed all of the mother's concerns and was very diplomatic. They acknowledged their errors and were open to discussing the issues further. They also emphasised this was a learning opportunity for staff and stated they would be taking action on this. However, they could touch more on the importance of safety netting and the lack of safety netting the mother/child received. ]]> 2023-05-08 04:51:10 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2581479843 https://www.careopinion.org.au/91200 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2588108075 I found this to be a great example of a positive experience with a lovely reply. (As a side note- I noticed that quite a few of the negative stories I read, as yet have no response).]]> 2023-05-12 03:20:02 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2588108075 https://www.careopinion.org.au/91155 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2589794733 The response acknowledged the experience felt by the complainant, apologised for the way they were treated and provided clarification. They acknowledged the complainaints emotions and frustrations and provided details on how they were going to improve admin staff training and development and implement org changes as a result of the issues raised in the complaint.]]> 2023-05-14 01:14:04 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2589794733 Panadol https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2590985709 The complaint that has rung true for me is a recent one. The pt. had been self treating for approx 5 days with paracetamol and ibuprofen. When this hasn't killed the pain, the pt. went to their local ED. AFter explaining it to a nurse in triage, where no details were taken the pt was told to take 2 panadol and go home. AFter going to their car and crying in frustration they went back in and approached the nursing staff again. This time begrudgingly details were taken. aThey were then told to sit around the corner as it was an incredibly long wait even tho no one else was there. After 4 hours the pt. gave up and went home without ever being seen by a doctor.
The response from the NUM was an apology and asking for the pt. to contact them. Personall I don't think this was the right type of response. The pt. had been in pain for days and was never seen by a doctor. I feel the NUM should of taken steps to find the pt's notes and see what was stated by the nurses and then as they had the pt's details at least call and try to work out a solution. Also the NUM should of spoken to the nursing staff involved before writing anything as it might have been a different scenario to what was described. People see things differently. It is up to the NUM to make a decision on who was closer to the truth and then deal with the situation]]> 2023-05-15 08:37:09 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2590985709 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2590996738 The care offered to the child could be improved in many aspects. The initial assessment conducted by the nurse should have been followed by a medical officer review. If then the situation was deemed as non-urgent, the patient should have been discharged on some form of pain medication until a dental review could happen. The situation could have been greatly improved if the nurse listened and empathised with the patient. This way the patient would have felt heard, would not be in pain and would feel knowledgable about the next steps required to address her dental pain.

]]> 2023-05-15 08:46:22 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2590996738 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2592344891 I think it is a good response because they thanked the person sharing the feedback and then apologised. The investigation done was outlined including that they communicated not just with the 2 clinicians involved but others that would possibly be in this position, reasons for the misinformation and what they are doing to try and prevent it from happening again. An invitation to discuss the issue further was also provided with appropriate contact details.]]> 2023-05-16 03:47:51 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2592344891 cascoy80 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2593997742 I think this is a well written letter. It is apologetic, understanding but not patronising.
The letter reflected the consumers frustrating experience and gave an explanation of the healthcare challenge, but not excusing the felt disrespect and disservice.
I like that solutions were given to improve the service and acknowledge this blindspot to the organisations delivery of values. Additionally they have offered to help with the issue if it is still not resolved.]]> 2023-05-17 02:28:05 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2593997742 Substandard response to complaint David_Sutton99 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2594161961 Response online is very generic, does not seem sincere, and does not address the consumers primary concerns. The consumer is probably suffering from PTSD after her experience and more should be done to address her concerns. I would be worried that switch will not make her call a priority

]]> 2023-05-17 04:52:47 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2594161961 I believe this response is reasonable as it acknowledges the complainant's feelings of disappointment and frustration, and offers an open discussion at their convenience, providing contact details for further communication. While there is no explicit apology, it is possible that the chief executive of the hospital wants to investigate the matter thoroughly before commenting on specific issues. However, I feel that the response may come across as superficial and clerical. And also, the sentence 'The hospital would welcome the opportunity to discuss this with you' could inadvertently give the complainant the impression that the hospital is reluctant to take action. Perhaps a more proactive and empathetic tone could be considered to address these concerns. https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2594257043 2023-05-17 06:15:43 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2594257043 Mental health response https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2597369130 https://www.careopinion.org.au/91189 

I thought this was a very heartfelt response to this negative feedback. The nurse manager is sensitive to the nature of the feedback and apologised. I did however think her saying that the staff always endeavour to do their best, however due to time pressures, it was too generic as a reason why. I really liked that it was the manager herself responding to the feedback and made a very strong attempt to have the person or persons contact her via email or phone call to hear the experience further to create an appropriate plan forward. ]]> 2023-05-19 07:55:05 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2597369130 Doctors Behaviour- Good response https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598033818 I think the response to this parent is very well written. It apologises for her experience and reassures her that this is not the care her family should have received. The response gives the complainant a direct line of contact to discuss further and the writer has encouraged this person to do so which shows that they genuinely care for this persons experience. ]]> 2023-05-19 22:48:35 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598033818 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598086219 I think the response to this concern expressed from a patient's family is a good example of improving complainant satisfaction. The responder clearly specified her role and how she is related to the case. She also acknowledged how the complainant felt and offered a sincere apology. They also provided a direct contact line to discuss this concern further with the direct ward that is involved. They also provided information about the service, Aishwarya's care to which the complainants can contact in the future, if they are unsatisfied with care provided by the hospitals in Midwest.]]> 2023-05-20 01:30:42 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598086219 Feedback on response of privacy concerns https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598095841 https://www.careopinion.org.au/91264
This response could be improved especially when reading others. First of all their username is used and the individual is thanked for providing feedback, but after that the General Manager begins to explain that ED’s are busy which almost validates this persons poor experience. Which is likely not to help the individual. They also did not provide an opportunity/contact for this matter to be discussed further. Reading other responses I also found it beneficial to have a photo of the person responding as it feels more authentic, which this response did not
]]> 2023-05-20 01:58:07 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598095841 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598629797 https://www.careopinion.org.au/91228

Bad response. By my count there are 7 issues within the patients complaint letter. The response has been sent by someone of unknown title and only addresses 1 of the issues (pain). The response does thank the complainant for taking the time to make this complaint (which most seem to do) and offers an alternate contact method if the complainant wishes to expand on the concerns but the response is overly short, lacks empathy, fails to express feeling of regret and seems more like a dismissal than a true response statement. Personally if I was the complainant I would escalate this further as this has not met my expectation of a response (acknowledging that it may have met the complainants). 

]]> 2023-05-21 04:48:33 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598629797 60 th wedding anniversary https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598772832 Beautiful heartfelt response - acknowledging the staff member involved, the values of the hospital and made it personal and specific to the family. ]]> 2023-05-21 12:02:16 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598772832 https://www.careopinion.org.au/90263 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598828085 The response explained why the issue happened and seemed like give excuses. It did not provide a way in which this issue can be resolved in future. They did not say what initiatives they are taking to prevent this from happening in the future.

]]> 2023-05-21 13:54:42 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2598828085 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2605658375 This is a good response as it includes acknowledgement and apology for what the complainant experienced. There is a plan to further discussion and what to improve in the future also included in the response. Detail of a contact also provided for collecting more feedback from the complainant. ]]> 2023-05-26 03:42:11 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2605658375 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2606715590 I thought the response was considerate, demonstrated genuine concern for the patient, and restraint because the complainant has not given any actual facts, no specific details, refers to historic issues, and I was baffled as to the main issue. The responder has invited the complainant to provide thos details in order that the key issue may be identified and investigated.]]> 2023-05-27 08:29:10 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2606715590 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2606737720 https://www.careopinion.org.au/91075

This was quite a complicated complaint raising a number of issues across multiple admissions. While I do think the response on this website was adequate, it was just an initial response stating that an investigation would occur. I do think the seriousness of the complaint was slightly downplayed, given there was the potential for liver mets to be not diagnosed. 

As it is only an initial response, it is hard to fully judge the response to this complaint. However there are positive signs as they have discussed that there will be an investigation and the CEO will meet with the patient soon.]]> 2023-05-27 09:51:30 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2606737720 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2606786707 The response to the complaint raised in post felt very generic. Though it did acknowledge the person's experience, the response did not convey a genuine one. It has provided information that complaint will be forwarded to relevant manager for action but does not seem to include that a follow up will be done to ensure that it is indeed actioned and taken seriously. It also encouraged the complainant to call or email directly should they want them to "look into this particular situation more thoroughly" which I feel does not reassure the complainant that he/she needs to do more for anything to be done.]]> 2023-05-27 13:03:19 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2606786707 Poor doctor treatment https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2607164962 The responder to the complaint did a great job in acknowledging the patient's bad experience at the hospital and provided reassurance that the issues raised would be taken seriously. The response also provided the contact information and number for the them to contact in order to discuss the matter in full details and resolve any outstanding issues. The tone of the response was sincere and did not feel generic. ]]> 2023-05-28 13:05:21 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2607164962 https://www.careopinion.org.au/90333 https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2612688743 The response here is basic however, it does address the basic issue. It was good to see that the issue was resolved over the phone as per the second response, which shows that the hospital was concerned about the issue and was trying their best to resolve the same.]]> 2023-06-02 07:08:02 UTC https://padlet.com/postgraduate_futures/gxcjcbaqnocqt6wv/wish/2612688743