"Unable to maintain confidentiality"

Dear Dissatisfied

I am so sorry to read your story with respect to a breach of confidentiality requirements at Maroondah Hospital's Ward IPU2. I want to reassure you that we have very strict and formal processes in place to deal with such breaches and these include both counselling and formal disciplinary action. As a healthcare provider, we are acutely aware of the very confidential and often sensitive aspects of what we do and I am sorry that we seem to have fallen short in the circumstances you have described. We also have a regular education and information program to remind and reinforce with staff their obligations in this regard.

Please be reassured that I will be getting in touch with the ward right away and will ask the Nurse Manager to ensure that this story is shared with staff and to also remind them of their professional duties and obligations. Thank you again for sharing your story with us. Kind regards, Alan Lilly

Dear Dissatisfied

This is a quick follow-up note to let you know that I have been in touch with the Nurse Manager of IPU2 and pleased to report that she has already written directly to all staff members in the unit to remind them of their obligations with regard to patient confidentiality. At the same time, she has advised me that she has an "all staff" meeting this week where she will reinforce the importance and significance of maintaining confidentiality at all times, which is both a professional and health service requirement. Once again, I am sorry that this breach occurred and I hope that you can see that your feedback has been taken on board and acted on quickly by the local manager.

Thanks for sharing your story as without your feedback, I would not have been aware of this matter.

Kind regards and thanks, Alan Lilly