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We feel there was a failure to take into account our cultura...

Posted By Aboriginal Cultural Awareness

"We feel there was a failure to take into account our cultural family connections."

About: Geraldton Hospital Midwest Health

(as a relative),

This is with regards to a family member who was a patient in Geraldton Hospital.  This family member was rushed to hospital suffering from numerous and serious problems that required surgery. Upon being advised of the situation a number of family members have called as the majority live away. Members of the family visited and felt they were met with hostilities with regards to enquires about our relative's health. I myself called and was advised to call their NOK, and that the patient was eating and to call back in 15 minutes. The frustration is not only about their health, it's more the hostilities we feel our family are subjected to by the nursing staff. The patient is a much loved member of our family.  We understand protocols that staff need to adhere to, but to show, what we feel, is a complete arrogance without any empathy to the situation, makes us think that staff have no consideration to Aboriginal culture and our family connection. I hope that this issue can be resolved amicably.

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Responses

Response from Michele Young, REOC Lead, Executive Services, WACHS-Midwest 5 years ago
Michele Young
REOC Lead, Executive Services,
WACHS-Midwest

Submitted on 23/04/2019 at 2:51 PM
Published on Care Opinion at 3:14 PM

picture of Michele Young

Dear Aboriginal Cultural Awareness

Thank you for taking the time to share you and other family members experience on Patient Opinion. I am very sorry that you and your family members have experienced our service in this way. I understand how upsetting it can be when a loved one is unwell and particularly when family is away from them. WA Country Health Service Midwest prides itself on providing high quality person centred care and the concerns you have outlined are not reflective of our core values of compassion, empathy and kindness.

Please be reassured that we take your feedback seriously and are committed to improving the experience of all health service users. We would really like an opportunity to discuss the concerns you have raised and to work through how we can better keep you and your family informed of your family members care and progress. We would be very grateful if you could contact us. The contact details for Derek Fraser Geraldton Hospital Operations Manager are 9956 2369 or Derek.Fraser@health.wa.gov.au or alternately you can contact me on 9956 8695 or michele.young@health.wa.gov.au. Your call would be very welcome and can still be addressed anonymously if you wish.

Thank you again for getting in touch, Patient Opinion allows us an opportunity to strengthen the partnership we have with our service users by allowing patients, families and carers the chance to share their personal stories and it really does keep myself and our organisation closely connected with what matters most to our health service users. We really appreciate your feedback for without it we would not be aware of issues like this happening and would not have the opportunity to improve our service.

I hope that your family member is well on the road to recovery and I look forward to hearing from you very soon.

Kind regards

Michele

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