https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz en-us 2021-11-09 03:48:43 UTC 2026-02-15 20:48:46 UTC hello@padlet.com https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/1982994234 Miscarriage.
The response to this complaint is handled really well. Firstly, the respondent was empathetic and admitted responsibility for the error. He then provided a means for the patient to have their issue investigated, and managed the potential for a further complaint by explaining that when they called the number he provided to investigate the matter that they might need to leave a number for a call back.]]> 2022-01-10 03:44:25 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/1982994234 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/1985305663 I felt the response to this was appropriate and took into account all of the elements the patient expressed in her post. She had a positive experience with radiology and negative with her specialist. The person responding acknowledged the positive and tasked specific departments and people in the rectification. I felt this showed accountability and genuine steps to rectify an experience - as the patient highlighted - that will become more common ]]> 2022-01-11 05:13:08 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/1985305663 mrabbattista https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2001660843 I feel the Executive Director, Women, Youth and Children, Canberra Health Services' reaction to the patient was reasonable. However, having provided a less general contact phone number or email address than the Consumer Feedback Team would have reassured the patient that the Executive Director was genuinely interested in investigating the complaint and taking action to prevent it from happening again.

Maria A.]]> 2022-01-19 23:52:20 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2001660843 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2001666206 In common:
- The responses all acknowledged the feedback regardless of type.
- Thanked author for feedback and shared experienced

Lack of Communication
In this response, the author apologised for the miscommunication, lack of Paediatric specialists appointments and the last minute appointment at Perth hospital.

They continued to explained that their complaint had been escalated and investigated to the teams involved and what the outcomes are. 

They also offered to follow up on appointments with Perth Hospital and to talk further with a contact name and details. 

It is concise, and address the issues raised, what has been done, and the offer of help for future appointments.]]> 2022-01-19 23:58:32 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2001666206 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2001786902 https://www.careopinion.org.au/81761

I found the response from the operations manager to be insightful, empathetic, and appropriate. The manager acknowledged the concerns of the patient and empathised with the situation in which they had ended up. The manager went so far as to explain that the hospital is undertaking redevelopments to improve their surgical capacity long-term, and though that doesn't help a patient in the moment, it does show that the hospital has recognised the need for improvements to their infrastructure and processes and that this kind of issue will hopefully be eliminated or reduced in light of these developments. I believe this instills confidence in the patients in the area, to know the hospital is taking these steps to better serve the community as a whole.]]> 2022-01-20 01:45:56 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2001786902 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2004171370 I like the way the manager acknowledged that there were issues. Stating "While I know that this does not change your experience, I would like to assure you that we are trying to make improvements" felt genuine.]]> 2022-01-21 02:22:19 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2004171370 ashleighmchugh https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2004376447 I selected this response as I believe it is a very poor example of how to effectively respond to a complaint. It is clearly a 'cut and paste' response with no meaningful content. The issues raised in the patient story are all too common (poor communication, extended and unnecessary fasting). ]]> 2022-01-21 05:17:28 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2004376447 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2006781502 I thought this was a reasonable response to the concern raised;  however,  it should have started with an unreserved apology. The response demonstrated empathy but didn't clearly justify why pain relief couldn't be offered before the questions were answered. I thought it was a very strong ending - providing her name, role and contact details and an invitation to follow up on the healing process.
Bec

]]> 2022-01-23 01:48:50 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2006781502 khimapun https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2007003652 It caught my attention on delayed in urology referral with miscommunication. St. John God maid land director of Nursing wrote a letter reassuring patient for progressing his urology appointment   as urgent. However the response seems only to console him. The action is taking place only for him from the letter's prospective. He address it so he will be possible getting urgent appointment but is seems lacking on the safety improvement systems to avoid such incidents to others patients. I guess could have been address about improvement communication medium, education systems, patient centered care and   consulting with consumers about discharge plan well prior to discharge.
Khima Pun]]> 2022-01-23 10:00:01 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2007003652 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2007746296 The operations manager ticked the boxes of what makes a decent complaints response letter. He replied promptly, acknowledge the man's concerns, gave an explanation as to why the problem occurred, presented a resolution and a phone number to contact if he had more questions.

However, this letter is lacking because the operations manager did not provide an apology to the patient, the response was not empathetic, the resolution only addressed one of the many lapses of care he complained about and seems insincere.

]]> 2022-01-24 01:29:33 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2007746296 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2009885508 https://www.careopinion.org.au/84946

I really liked how this response was handled. I felt like the manager replying had heard what and why this person had written their complaint and had used phrases that showed empathy and care without implicating the service or staff. ]]> 2022-01-24 21:59:03 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2009885508 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2012728879 https://www.careopinion.org.au/81736 
I really like how Lisa ( the respondent) started with an thanking the patient for giving the feedback, then apologising giving reason and recommendations for changes and then followed up with stating if she had any further issues to contact her directly.
the patient responded very briefly with "i appreciate you support" which means she felt heard and respected. ]]> 2022-01-26 04:26:39 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2012728879 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2012946501 Appendicitis and long wait time
Appropriate response - a little bit repetitive as it repeated the same observations the patient had concluded. However, it did ask for the patient to contact the hospital for further investigation and to provide feedback.]]> 2022-01-26 07:43:39 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2012946501 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2014736793 I believe the response to this complaint was ineffectual in addressing the needs of the complainant. Instead of quoting what the facility should be doing in a business like manner (ticking boxes), understanding that the person was looking for updates in communication so that they could feel confident they had not been forgotten and treatment would be provided asap, it wasn't so much about the time waiting but the lack of communication which seemed to have completely been missed!]]> 2022-01-27 00:13:59 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2014736793 thanhbinhnguyen https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2017903720 https://www.careopinion.org.au/85086
The directors/managers responded to the complaints. However, the good complaints have been responded to more than the bad complaints. These responses expressed that the directors/managers are willing to listen to patients’ stories of what happened.
There is a complaint about Covid check-in in ED. The director explained why they were doing the current procedure, which made the patient feel unsafe. However, I think it might be better if she/ he could tell more details to convince the patient. The excellent point is that she/ he also mentioned the improvement in future. I think that is what the patient wants to hear.]]> 2022-01-28 13:48:38 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2017903720 katebergan https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2020676116 "Access to WA Regional COVID19 Clinics"
Although this response directly responds to the concern and offers the solution that has been created based on their complaint- it fails to acknowledge the experience of the client and denies the client of any sort of apology, taking away from the efforts to correct the previous limitation in access to care]]> 2022-01-31 06:27:12 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2020676116 LeanneBoonstoppel https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2021999051 This response stood out for me as an example of a the type of response I would expect if I made a complaint and one that for me responded to the complainant concerns and genuine fear.
The response started with an apology and recognition of the anxiety and stress the complainant felt.
The respondent provided factual account of the challenges, then followed with the organisations plan for what is being done to overcome those challenges and reduce stress and anxiety for women in the same position in the future. The respondent also offered the complainant an opportunity for further learning from the patients experience.
The response felt genuine, respectful, compassionate and was solution focused.
Leanne Pike]]> 2022-01-31 18:42:39 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2021999051 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2030345065 I read one regarding a patient who accidently urinated on a dressing post surgery and the nurse refused to change it and left it for the next shift. The patient also has a severe allergy to onion and their meal contained onions and they had a seizure.

The response to this complaint I found to be very complete for a first response. They responding hospital representative was apologetic and sincere and they provided all their contact information in order to investigate further. They also emphasized that they appreciate the feedback as it helps them to identify areas of care in which to improve and this was the only response that I read that stated this]]> 2022-02-05 02:19:23 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2030345065 https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2059868774 They have managed the said issues of complaint.]]> 2022-02-22 05:04:43 UTC https://padlet.com/postgraduate_futures/l68hvob7hx9kckdz/wish/2059868774