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Community Palliative Care

Posted By attendantcg89

"Community Palliative Care"

About: Bunbury Hospital / South West Palliative Care Service

(as a carer),

I would like to provide feedback based on my experiences as a family member of a patient receiving palliative care.

During what is already an incredibly difficult and emotional time, the interactions with the assistant's delivering equipment were, at times, disappointing and distressing. Communication often came across lacking empathy and understanding. On serval occasions, the tone felt abrupt and at times judgemental, which added unnecessary stress to an already overwhelming situation. 

Families in palliative care are doing their best to cope while caring for someone they love who is very unwell. Kindness, patience and composite communication are not optional in these circumstances. They are essential! Unfortunately, this was not my experience, and at times interactions left us feeling upset and unsupported rather then helped.  

This experience raises concern about whether the right people are being placed into these roles. Compassion, empathy and emotional awareness should be fundamental expectations for anyone working in palliative care environments. I believe the palliative care management should review this and place greater emphasis on ensuring staff are appropriately suited to these roles and understand the impact their behaviour can have on vulnerable families. 

This feedback is provided in the hope that it leads to meaningful improvements and a more supportive experience for other families going through similar circumstances 

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Responses

Response from SW Regional Palliative Care Manager, South West Palliative Care, WA Country Health Service 2 months ago
WA Country Health Service

Submitted on 29/04/2026 at 12:14 PM
Published on Care Opinion Australia at 12:16 PM

Dear attendantcg89

Thank you for taking the time to share your experience with us during what we know is an incredibly difficult and emotional period. We are truly sorry to hear that your interactions with the equipment team did not meet the level of compassion, empathy, and support that you—and every family—deserve when receiving palliative care services.

We deeply appreciate you bringing this to our attention. Your feedback highlights important concerns about communication and the impact that tone, understanding, and emotional awareness have on families navigating such challenging circumstances. We acknowledge that, at times, the equipment team service did not reflect the kindness, patience, and sensitivity that are essential in palliative care, and for that we sincerely apologise.

Please be assured that we take your concerns seriously. We are committed to reviewing the interactions you have described and will address this with the relevant team members. This includes reinforcing expectations around compassionate communication, providing additional training where needed, and ensuring that all staff understand the profound impact their words and behaviour can have on patients and families.

We also recognise your broader concern regarding staff suitability for these roles. As an organisation, we are dedicated to ensuring our workforce reflects the core values of empathy, respect, and person-centred care. Your feedback will contribute to ongoing improvements in our recruitment, training, and support processes.

If you would like to discuss your experience further, I would welcome the opportunity to speak with you directly. I have included my email address below and please feel free to contact me. Please know I will keep your details confidential for further follow up and investigation.

When you contact me, please quote story reference no. 104959. This will save you having to repeat yourself and your story given this is a painful time for you and your family.

Kind regards

Sandie Pott

SW Regional Palliative Care Manager
WACHS SW Regional Palliative Care

e. Sandra.Pott@health.wa.gov.au

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