"Regarding systemic failures in clinical care, communication, trauma-informed practice, and disability accommodations"

I am submitting this complaint regarding the care I have received through Sale Hospital over the past several months. My concerns do not relate to a single clinical decision or individual clinician, but rather to what I believe has been a pattern of systemic failures in clinical assessment, communication, coordination of care, trauma-informed practice and disability-informed care.

I want to acknowledge that many staff members, particularly nursing staff, the weekend medical team and support staff, consistently demonstrated compassion, professionalism and respect. However, the cumulative failures in my care have resulted in significant physical harm, psychological distress and a profound loss of confidence in the healthcare system.

My concerns began in late January when I presented to the Emergency Department with severe abdominal pain and was diagnosed with faecal loading before being discharged. My pain continued to worsen overnight, and I returned the following day requiring an emergency appendectomy. While I understand that diagnoses can evolve, this was the first of several occasions where my symptoms were initially attributed to a less serious cause before more significant pathology was identified.

A couple of months after surgery, I developed a hard, painful lump within my umbilicus. Ultrasound imaging demonstrated retained superficial sutures, and my GP referred me to Sale Hospital for their removal. Instead, the procedure was performed in the surgeon’s consulting rooms. The subsequent procedure was one of the most traumatic healthcare experiences I have experienced. Despite significant pain, I was not provided with adequate pain relief. During the consultation, my documented disability accommodations were questioned and mocked, inappropriate comments were made about my body, and I was provided with virtually no wound care advice. The procedure failed to remove all retained sutures and left me both physically and psychologically traumatised. As a result, I no longer feel safe returning to that surgeon.

A couple of months later, I developed severe right upper abdominal pain and presented to the Sale ED as recommended by the Victorian Virtual ED. I was diagnosed with a urinary tract infection, prescribed oral antibiotics and discharged. Over the following week, my condition failed to improve despite treatment, I developed persistent low-grade fevers, and my GP became sufficiently concerned to urgently refer me back to hospital.

Even then, it initially appeared that I would again be discharged. Only after significant advocacy was I admitted for further investigation. Once admitted, the weekend medical team provided excellent care.

However, despite repeated ultrasound findings confirming additional retained superficial sutures and my GP’s ongoing concerns that these may be contributing to my symptoms, the surgical team repeatedly dismissed this possibility and advised me to return to the same surgeon whose previous treatment had caused significant physical and psychological harm.

When I explained why this was not appropriate, I found myself repeatedly having to justify my decision despite staff already being aware of what had occurred. Even after requesting assistance from the Hospital Coordinator, I was informed that I would need to recount the entire traumatic experience directly to the surgical team again before my concerns could be considered. This was deeply retraumatising and inconsistent with trauma-informed practice.

One of the most distressing aspects of my admission involved the questioning of disability accommodations formally requested by my treating GP because of my disability and complex medical conditions. I was told that the hospital “could not provide special treatment” because all patients had to be treated equally. I feel this demonstrated a fundamental misunderstanding of the difference between equality and equitable healthcare. Reasonable adjustments for disability are not special treatment; they are necessary to ensure equitable access to healthcare. Comments implying that invisible disabilities are somehow less credible than visible disabilities were profoundly distressing and reflected, in my opinion, a concerning lack of disability-informed practice.

I was also concerned by comments suggesting there was “nothing medically wrong” and that my symptoms represented “chronic abdominal pain”, despite persistent abdominal pain, ongoing fevers, prolonged antibiotic treatment, and documented retained sutures. While my blood tests and scans may not have demonstrated sepsis or an abscess, this did not explain why I remained clinically unwell.

This is particularly concerning given the complexity of my medical history and the ongoing uncertainty regarding my symptoms. A patient with complex health needs should not be expected to leave hospital without a coordinated understanding of what happens next, who is responsible for follow-up, and what the plan is if symptoms persist or worsen.

I was also encouraged by the Medical Consultant to consider relocating to Melbourne to access appropriate care due to the complexity of my medical conditions. This recommendation was extremely distressing and I believe  demonstrated a lack of understanding of the realities faced by disabled people. Relocating to a significantly more expensive area is not a realistic or accessible solution, particularly for someone already experiencing disability, health limitations and reduced capacity.

I believe my experience raises significant concerns regarding the delivery of patient-centred care and the principles underpinning the Australian Charter of Healthcare Rights, particularly in relation to respect, partnership, communication and safety. It also raises concerns regarding trauma-informed care, disability-informed practice, multidisciplinary communication and the provision of coordinated care for patients with complex medical needs.

I respectfully request that this complaint be investigated, including a review of the coordination of my care across departments, communication with my treating GP, the management of disability accommodations, trauma-informed practice, the circumstances surrounding my discharge planning, and the decision to undertake the referred suture removal outside the hospital setting. My hope is not simply to improve my own care, but to ensure that other patients, particularly those living with disability or complex medical conditions, do not experience the same avoidable harm, distress and loss of confidence in the healthcare system.