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"My experience at Albany Health Campus"

About: Albany Health Campus

(as the patient),

I was admitted to Albany Health Campus after driving approximately 350kms.

I was taken into Emergency and received the best medical treatment by staff and doctors. A CT scan was ordered and was done immediately and I was visited by 2 doctors, which was excellent.

I was admitted to a ward and placed on a drip so that I could be monitored for the next two days.

I had a visit from a doctor and was told I could go home on the following day. I asked what was happening and he told me I would be booked in for a procedure and that I would hear from them.

It is now nearly a month later and I have been back to my doctor about 3 times waiting for results, only to be told that he has not received any information, let alone my discharge paperwork.

Today I visited him and he has received the CT scan report but NO other paperwork at all, so we are still none the wiser as to all my blood tests, discharge papers and further information about my visit.

I find this unacceptable and would like some answers please as to how long I have to wait for my results.

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Response from WACHS GS 7 years ago
We have made a change
Submitted on 9/02/2017 at 12:45 PM
Published on Care Opinion at 1:45 PM

Dear long time waiting

Thank you very much for taking the time to feedback to us with your experience on the Albany Health Campus. Whilst it is good to hear that you found the medical care provided by our clinical teams to be appropriate it is disappointing that there was a delay in providing you and your GP with discharge information. I would like to assure you that we take all feedback seriously as it helps us to identify areas for improvement and/or areas of exceptional care.

I have asked our director of surgery to review your story and he agrees that there was indeed a delay in providing a written discharge summary. Unfortunately, your admission was impacted by the fact that there was a significant change of staff in the surgical team treating you. As a teaching hospital we have regular rotations of our medical staff and I am very sorry that this team change impacted on your care. Our surgical lead has discussed your experience with his team reiterating the requirement to complete discharge summaries at the time of discharge.

We do like to think that we work closely with the GP's in our region, and we are constantly working on ways to improve communication between the Albany Health Campus and our regional colleagues. For example, our emergency department leads regularly visit our regional sites to support staff working remotely. In addition to the course of action outlined above our surgical lead will visit GP's in the region to ensure good communication flow. I understand that your GP was able to speak to the surgical lead in charge of your care and that your planned follow up was discussed and the booking for your procedure confirmed.

I am very sorry for this delay. However, as a result of your feedback we have been able to identify two specific opportunities for improvement relating to timely discharge summaries and communication with GP's, which we will pursue so that others do not have a similar experience to yours.

With best wishes for a timely recovery

Dr Mahesh Reddy

WACHS GS Regional Medical Director.

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