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"Emergency Department Wonthaggi Hospital"

About: Dandenong Hospital Wonthaggi Hospital / Emergency Department

(as the patient),

I broke my left wrist due to a fall at home. Was taken to the Emergency Department at Wonthaggi Hospital. The doctor reset my wrist and told me they had faxed a referral to Dandenong Hospital. The referral was not sent and it took 3 phone calls from me and another from Dandenong Hospital before the referral was sent 10 days later! By that time the bones in my wrist which were actually smashed (not a clean break) had started to reset in the wrong position, and I was required to have an operation at Dandenong Hospital to rebreak and reset my wrist. 

When I rang Wonthaggi Hospital the person to whom I spoke regarding my referral was, in my opinion, rude. I believe they were insulted that I had suggested that perhaps the fax had not been sent, and did not offer to check if it had actually been sent.

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Responses

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health
Submitted on 5/04/2019 at 3:29 PM
Published on Care Opinion at 3:30 PM


picture of Jan Child

Dear falconyw55,

I am very sorry that you had this experience. It is not in keeping with our expectations. I sincerely appreciate that you have taken the time to provide this feedback and I would like to investigate this further but need more detail - I wonder if you would be able to call me on my mobile and give me some more detail about your experience. My number is 0472846355.

Many Thanks, Jan.

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Response from Jan Child, CEO, Bass Coast Health 4 years ago
We are preparing to make a change
Jan Child
CEO,
Bass Coast Health
Submitted on 27/04/2019 at 7:41 AM
Published on Care Opinion on 29/04/2019 at 8:57 AM


picture of Jan Child

Dear falconyw55,

Given that I haven't heard from you - (you may wish to remain anonymous which is absolutely fine) - I thought I would follow up one more time to see if you would be happy to contact me so that I can follow up on your specific experience. My number is 0472846355. I am particularly keen to follow up on the rudeness you experienced - this is so not what we expect to happen.

Just to say, even without the specifics, we have taken the opportunity to review our referral process to other health services, including to the fracture clinic, and our Nurse Unit Manager in the Emergency Department will be implementing changes which should see greater transparency of these interactions.

I apologise once again that you had this poor experience. I hope your wrist is doing OK.

Many Thanks, Jan.

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