Care Opinion stories and responses by Learning Design at UTS

Birth

2024-01-16 00:03:47 UTC

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.

"Medications and smoking"

2024-01-17 03:51:12 UTC

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.

Bright Hospital

2024-01-17 09:25:51 UTC

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

janekelleher1966 — 2024-01-17 23:55:16 UTC

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.

2024-01-19 03:13:59 UTC

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.

2024-01-20 03:09:44 UTC

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.

Instructions prior to procedure

2024-01-21 05:13:49 UTC

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.

2024-01-21 17:14:41 UTC

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.

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

2024-01-25 21:47:33 UTC

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.

2024-02-07 01:34:10 UTC

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.