"How I was treated on the phone."

About: Royal Perth Hospital

(as a relative),

My elderly mum has been at RPH, she had water on her chest and a racing heart.  I called for updates and spent many hours visiting mum.   For various reasons my sister who lives in a different city was down as next on kin, so the hospital rang her with an update, which was great.   However, when I'm feeling tired and in pain myself, the patient information line took an age to be answered.   Then when they finally answered the person laughed at my mum's foreign surname.   Then they put me through to the unit where Mum was, I was told that the nurses had already spoken to my sister and were too busy to talk to me.   I said I was Mum's daughter in Perth and had been there everyday to visit, she said she would try and find a nurse.   She couldn't find anyone she said, so I said I would call back.   I then called my sister in tears (I suffer from anxiety and being spoken to, in my opinion, so rudely when I was stressed and worried had taken a toll) only to find out that she hadn't been able to get an update either.   Feel very upset.

Responses

Response from Maha Rajagopal, Area Director of Nursing and Midwifery, East Metropolitan Health Service 2 years ago
We are preparing to make a change
Maha Rajagopal
Area Director of Nursing and Midwifery,
East Metropolitan Health Service
Submitted on 21/11/2017 at 18:54
Published on Care Opinion on 22/11/2017 at 10:24


picture of Maha Rajagopal

Dear Feel very upset

I am disappointed to hear of your experience when you called the hospital to find out how your mum was feeling, and the care she was receiving. Please accept my apologies for the unprofessional manner in which a member of staff has answered your telephone call, and the undue stress the situation caused you.

We are currently embarking on a project to improve telephone practices across the hospital. At times, it may not be possible for our clinical staff to provide an immediate response to all telephone enquiries regarding a loved one’s health status, however, an approximate time of when staff can provide a return telephone call should occur.

Once again, I apologise for your experience and appreciate you taking the time to offer feedback. I hope that your mum is now recovering.

Kindest regards

Maha Rajagopal

Director of Nursing

Royal Perth Bentley Group

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