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Regarding Treatment of My Parent

Posted By ospreygm74

"Regarding Treatment of My Parent"

About: Royal Perth Hospital

(as the patient),

I am writing to make a formal complaint regarding the treatment of my parent at Royal Perth Hospital.

My parent was admitted for surgery, and for five consecutive days they were prepared and taken for surgery, but each time they were sent back from the operating theatre without the procedure being completed. This caused significant physical and emotional distress to my parent and to our family.

After these repeated cancellations, my parent was given another appointment one week later. However, even after waiting again, the surgery was still not performed.

In addition to the delays, we were very concerned about the way my parent was treated by hospital staff. The communication was poor, and we did not receive a clear explanation for why the surgery was repeatedly postponed. The situation caused unnecessary suffering, anxiety, and uncertainty.

We would like:

A clear written explanation for why the surgery was repeatedly cancelled

An explanation of why proper communication was not provided

A review of the staff conduct and handling of this case

Assurance that my parent's treatment will now be managed properly without further unnecessary delay

This experience has been extremely distressing for our family, and we expect this matter to be taken seriously.

Yours sincerely,

ospreygm74 

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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group yesterday
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 2/04/2026 at 6:19 PM
Published on Care Opinion Australia at 8:08 PM

picture of Ben Noteboom

Dear ospreygm74,

Thank you for taking the time to share your feedback regarding your parent’s experience at Royal Perth Hospital (RPH). I am very sorry for the distress and uncertainty that this situation caused your parent and your family, and I acknowledge how upsetting repeated surgical cancellations and poor communication can be, particularly at such a vulnerable time.

I am aware that you have also shared your feedback with the Patient Experience Team at RPH. I am pleased to know your concerns have been formally acknowledged, and the issues raised are currently being reviewed through the hospital’s complaints management process. I understand that the Patient Experience Team has already been in contact with you to advise of this.

Please accept my sincere apology for the negative experience you described, including the repeated cancellation of surgery, the resulting emotional and physical stress, and the lack of clear communication. This is not the standard of care or communication RPH strive to provide to patients and their families.

Royal Perth Hospital takes feedback of this nature very seriously. The purpose of the complaints process is to thoroughly review the circumstances, examine communication and care processes, and identify any opportunities for improvement to reduce the risk of similar experiences occurring in the future. As part of this process, your concerns regarding surgical delays, staff communication, and overall management are being carefully investigated.

Thank you again for your openness in sharing such a difficult experience, and please be assured that your concerns are being addressed with the seriousness they deserve.

Kind Regards,

Ben Noteboom

Executive Director

Royal Perth Bentley Group

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