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"No diagnosis and several complaints!"

About: Bunbury Hospital

(as a carer),

My mother was hospitalised for a number of days and was not given a  diagnosis according to the various staff I have spoken to. She was not remembering very much short term and I kept getting different information from different people. My mother was in the short stay unit for over 40 hours (which I'm sure you would agree is far too long) before being found a bed on the medical ward and during her stay there I removed her Webster pack (medication pack) off the bedside table three times and requested they be put it somewhere safe as she is likely to see them and think she needs to take them. In the end I removed her Webster packs from the hospital leaving them with a photocopy of what tablets she was on to prevent a disaster!

Also while in the short stay unit my mother experienced an inability to move her right leg and began crying and was visibly frightened. One particular nurse, in my opinion was not just completely brash and unsympathetic, but in actual fact told her to - stop that you're fine. 

I am disgusted at what I believe was that women's lack of care or empathy and feel she would greatly benefit from further education on the importance of patient centered care.

Now my mother is on the medical ward, she has still no estimated time of discharge, the nurses are not being given all the information they should during hand over; for example I seem to be repeating myself every day to nurses that my mother has a hearing problem and they need to speak clearly and in front of her not to the side, so she is able to hear and read what they are saying. 

On one occasion it took 17 minutes for a call bell to be answered. Now I understand they are busy, however when you have a patient that is a falls risk who needs toileting, 17 minutes is far too long. In the end I assisted my mum to the toilet and put her back to bed before the nurse turned up.


Response from Yvonne Bagwell, Coordinator of Nursing and Midwifery, Bunbury Hospital, WACHS - South West 3 years ago
Yvonne Bagwell
Coordinator of Nursing and Midwifery, Bunbury Hospital,
WACHS - South West
Submitted on 29/05/2018 at 11:22
Published on Care Opinion at 12:32

Dear Daughter

Thank you for your feedback posted on Patient Opinion, regarding the care of your mother whilst an inpatient at Bunbury Hospital.

I am saddened and disturbed to read of the experience that your mother has received. This is not the level or quality of service that we aim to provide.

We are keen to know more about your mother's experience so that we can improve the way we deliver care. Could you please contact me on 9722 1422 to discuss the specifics of your mother’s care

If you ever see or experience anything that concerns you again whilst you or your family are in hospital, we have introduced a system called “CareCall” which is 1800 744 059. This number is manned 24 hours a day and an Executive staff member will receive that call and follow-up on the issues raised.

I do agree with you that over 40 hours is too long to be in the short stay unit and this would have been due to the demand on inpatient beds at the time. I have spoken to the Nurse Unit Managers of the Emergency Department and Medical ward in relation to the issues you have raised and they will be following-up with their staff.

It is disappointing to hear that your mother was treated with a lack of empathy, please accept our sincere apologies for this, we expect that all of our patients will be treated with the utmost respect and dignity. We are currently running a campaign for all staff on Patient Centred Care training.

Yours sincerely

Yvonne Bagwell

Coordinator of Nursing & Midwifery, Bunbury Hospital

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