"Lack of communication"

About: Angliss Hospital

(as a relative),

My daughter has been in the Angliss Hospital for 2.5 weeks now. In that time she was in the cardiac unit for a week, a general ward for another week and now has been moved into rehab. She suffers a few different medical issues and has been on several medications since suffering an acquired brain injury (ABI) eight years ago. She knows exactly what her medications are and when she should take them and what dosage. However, no matter how many times she tells staff, she is frequently given the wrong medication at the wrong time. Luckily for her, she knows what is correct and due to her experiences since being in this hospital, always checks what she is given.

Due to her ABI she suffers anxiety when in unfamiliar situations or when any stress is experienced. This medication problem is causing her a lot of anxiety and not helping her recovery.

She is also concerned about staff not communicating her progress to her. On two occasions I have had to seek out a doctor to inform them of her situation or to find out what her progress is.

She has also experienced distress at a lack of personal attention (toileting) when it has been needed as a matter of urgency. I know staff are busy, but surely it's not too much to ask that a staff member answer a bell to see if the situation is urgent or can wait a short while, rather than just seemingly ignoring the call.

Also, I know there are students working on the wards, but it should be common knowledge even to a student that you don't test someone's blood sugars when they're in the middle of eating a meal and then wonder why the reading is high! Same sort of thing goes for BP medication. In my opinion, nurses are clearly not reading notes, or perhaps the doctors don't write clear enough notes. One medication she is on should not be taken after 2pm yet a nurse came in one day to give it to her at 3pm.

As her medical condition has improved since being admitted, she is now keen to go home, but would be unable to cope until her strength has been regained as she has serious mobility issues. Being transferred to the rehab ward was supposed to assist in this. However, she has now been in that ward for three days but not received any physio. This is partly due to the weekend. Why aren't there physios working on a weekend? Surely this creates a lack of continuity in a patient's progress.

Responses

Response from David Plunkett, Chief Executive, Eastern Health nearly 2 years ago
We are preparing to make a change
David Plunkett
Chief Executive,
Eastern Health
Submitted on 28/08/2018 at 11:31
Published on Care Opinion at 12:17


picture of David Plunkett

Dear Moz

Thank you so very much for sharing feedback on your experience regarding your daughter's care at Angliss Hospital on Patient Opinion.

You have raised a number of issues that I find concerning and therefore ask if you might be able to make contact with the Eastern Health Centre for Patient Experience on either 1800 EASTERN or feedback@easternhealth.org.au so we can discuss these with you promptly and get the situation improved, especially related to her medications ASAP.

Please accept my apologies regarding your experience and look forward to hearing from you so we can make the required improvements.

Kind regards

David

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Update posted by Moz (a relative)

Hello David, thank you for your prompt response.

I visited my daughter today and it would appear that measures have already been put in place to improve medication allocation to her. However, I will be keeping a close eye on the situation to ensure due care and attention is given and will have no hesitation to let you know if procedures deteriorate.

Regards, Moz

Response from David Plunkett, Chief Executive, Eastern Health nearly 2 years ago
We have made a change
David Plunkett
Chief Executive,
Eastern Health
Submitted on 26/09/2018 at 13:38
Published on Care Opinion at 13:59


picture of David Plunkett

Dear Moz

Thank you again for your comments and feedback.

I thought I would make contact to confirm the rest of your daughter's inpatient stay was more positive with respect to her medications as a result of the measures put into place (and apologies I am contacting you a number of weeks down the track).

I look forward to hearing from you and wish you both all the very best.

Kind regards

David

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