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Cost

Posted By vulpeculakw54

"Cost"

About: Wonthaggi Hospital

(as the patient),

After getting a piece of metal stuck in my eye I contacted Wonthaggi Hospital to ensure there emergency department had the equipment to treat my eye I was told yes and to come in. After waiting over 3 hours in excruciating pain I was told they did not have the burr removing tool to take the object from my eye. Because of this I was then told that they had booked an appointment for me at the local clinic at 2 pm another 4 hours wait. Then after having it finally removed they asked for $260 - omg I could not believe it. I went to the hospital because I can’t afford that. My mum had to pay and now I have to try to pay her back somehow and I can tell you I’ll be going to my local member before that happens. In my opinion this was wrong. I believe the referral should have clearly stated it was to be free, as they simply did not have the right tools. She even wanted to try to scrape it out with a different tool at which point I left.  

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Responses

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 20/11/2018 at 1:12 PM
Published on Care Opinion at 1:56 PM

picture of Jan Child

Dear vulpeculakw54,

I understand that James our Operational Manager for the Emergency Department has rung and left messages on Friday at 1550hrs, and again on Monday at 1000hrs. I was hoping he may have been able to chat through the details of your complaint but given he has not been able to make contact with you, I am now responding in writing. It is always our preference to have a face to face conversation when we can to better understand and resolve the issues collaboratively and James is still available to speak with you.

In understanding the detail of your complaint, we have reviewed your medical record and spoken with the nursing staff, the Senior ED consultant who saw you and the junior doctor who initially spoke with you. I understand that

· You arrived at 0932hrs, were initially seen at 1030hrs and left the ED at 1147hrs.

· Your foreign body injury occurred 2 days prior to presentation as a result of grinding without safety glasses.

· The equipment that is required to remove the foreign body was not available in our Emergency Department at that time. This was because all stocks had been used over previous days as a result of a high number of presentations. To rectify this lack of equipment being available in the future, we have ordered double the stock on an ongoing basis to ensure this specialist equipment is always available.

· I understand that our staff rang the “Bass Coast Eye Clinic” (BCEC) which is a specialist Ophthalmology service, not part of our public health service. I understand our staff booked a 1400hours appointment at BCEC. I understand that this was quoted as costing $260 and that this information was passed onto you. I understand that the Rebate from $260 via Medicare is $135.

· I understand that your eye was examined by the senior doctor with the intern present and the senior doctor provided options – these were (1) she could remove the foreign body with a needle, which could take up to an hour but that option would require you to return in 1 day for removal of the rust ring or (2) that you could attend BCEC @ 1400 for immediate service/removal, noting the charge or (3) you could attend an alternate Emergency Department.

· I understand from the staff that you and your mother became very upset about this advice given that you had “waited an hour’ and were advised via phone at 0800 that day by our staff that equipment was available. I can only apologise if you were provided this information. I haven’t been able to confirm who had this conversation with you but I assume staff would be working on the assumption that stock levels were ok. I am very sorry for the inconvenience that this caused you and your mother.

· I am advised that you and your mother left the ED and stated that you were “going to Casey”.

· I then understand that you presented to BCEC @ 1230. The clinic rang the ED Doctor for a referral, and this was provided via fax.

James would be very happy to talk to you regarding any of the above and clarify anything. I am very sorry for any inconvenience caused to you and to your mother during this interaction. We value feedback and your feedback in this circumstance will result in changed stock levels for Ophthalmology equipment. We will also develop some written material with BCEC outlining their services for future referrals.

Thank you for taking the time to provide us with your feedback.

Kind Regards, Jan

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Update posted by vulpeculakw54 (the patient)

I was not notified about any cost until after the procedure at the clinic, certainly not by anyone at the hospital. I made this very clear and I have a witness.

This was a simple procedure of which I had rung to confirm they could perform and was told yes and as all of my calls are automatically recorded I do have this as evidence. I then attended Wonthaggi public hospital and after hours of waiting I was told they did have the burring tool, but could try to scrape it out with a different tool, OMG. The point is I went to a public hospital that couldn’t perform a simple procedure after confirming that they could. I was then sent to a clinic and at no stage was told it would cost me any money having a witness the entire time. I have not been contacted, I have a single missed call from a private number. In my opinion I should have been notified by the hospital that it was a private clinic and I would be charged. This did not happen or I would have traveled to Narre Warren public hospital as I do not have the money to pay $260. My mother had to use her credit card and she is on a widows pension. I thought this would happen and believe you should reimburse me. I have been in touch with the medical board and they’ve already said they would step in once I had made this information clear and was still not reimbursed within 7days or been denied reimbursement, which I believe you have now done. I asked you to simply do the right thing and think it’s very straight forward.

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 21/11/2018 at 10:34 PM
Published on Care Opinion on 22/11/2018 at 10:16 AM

picture of Jan Child

Dear vulpeculakw54,

It is a shame that you haven't been able to connect with James. Unfortunately several ED staff maintain that they advised you of the costs and options and they report that you left the ED stating you were going to Casey. It is worth noting that the capability of Wonthaggi Hospital is very different to Casey Emergency Department - we are a small sub-regional service and will have less ability to do some procedures. We are working very hard to safely increase our services and our capability so that we can avoid situations like this in the future. I understand your frustration - unfortunately I do not believe it is appropriate for me to provide reimbursement for the private service.

I would be very happy to take a call from you Thursday afternoon or Friday morning on 56713209 to chat. If you do not feel this will be beneficial, I encourage you to make contact with the Health Services Commissioner where you can lodge a complaint and have the complaint independently managed. The Health Services Commissioner can be contacted by phoning 1300 582 113 between 9am and 5pm, Monday to Friday.

Kind Regards,

Jan.

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