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Care Opinion

Unsafe transfer vehicle

Posted By quebecnw87

"Unsafe transfer vehicle"

About: Broome Health Campus / Maternity/Midwifery

(as the patient),

I was transferred from a hospital in Perth back to Broome hospital via a commercial flight with my premature baby. I was met at the Broome airport by the hospital transport and was to be taken to the Paediatrics Ward. The vehicle which was provided I feel did not have a child seat that was fitted correctly and was not legal.

When I expressed my concerns about the car seat I was told that my baby would be okay and the hospital was only around the corner. I said I was happy to arrange my own transport to the hospital if the car seat was not able to be fitted correctly. I was then told that this driver was the one who had to drive me from the airport to the hospital, so I could not arrange my own transport and we needed to wait in the heat for another patient before they could take me. I was not okay with this as my child needed to be at the hospital ASAP after the flight. After getting the airport security involved, the driver agreed to take us to the hospital and come back for the other patient. 

Once we arrived at the hospital, my bags were unloaded from the vehicle and I was left standing at the front of the hospital, holding my baby. I was very disappointed as it was a warm day and I did not have enough hands to carry it all myself. Eventually a midwife came out to get me and my luggage. My experience from there was very positive. 

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Responses

Response from Bec Smith, Regional Director, WACHS - Kimberley 4 years ago
We are preparing to make a change
Bec Smith
Regional Director,
WACHS - Kimberley

Submitted on 19/09/2019 at 10:35 AM
Published on Care Opinion at 11:58 AM

picture of Bec Smith

Dear quebecnw87,

I have read your story and would like to say how very sorry I am for what happened when you arrived in Broome with your baby after travelling from Perth.

The safety and security of people in our care should always be a priority and I sincerely apologise that we have let you down in this way.

The correct fitting of a car seat is fundamental to ensure not only the safety of babies and young children, but also their comfort, particularly after a long plane journey. What you have told us happened to you is not acceptable. I would like to assure you that I will have the Operations Manager at Broome Hospital investigate the details of what happened so we can make sure that it does not happen to another parent, family member or the carer of a young baby or child.

I understand that you needed to attend Broome Hospital as soon as possible after your flight and I am very sorry that airport security became involved. This must have caused you and your baby additional stress at an already stressful time. Again, I will ensure that the circumstances around this are fully examined so that this does not happen again.

I am also sorry that you were not given the help you should have expected when you arrived at the hospital.

If you would be happy to speak with someone about your experience, the Operations Manager would be really grateful to hear from you. Her name is Wendy McKinley. Please feel free to call her or email her at a time that is convenient for you. Her phone number is 9194 2855 and her email address is wendy.mckinley@health.wa.gov.au.

I will also be posting an update on Patient Opinion about what we are doing differently as a result of your feedback.

Thank you for taking the time to tell us your story. By sharing your story, you are helping us to strengthen our service towards one where patients, their families and carers are the priority in everything that we do.

Kind regards

Bec Smith

Regional Director

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Response from Donna Cox, Regional PATS coordinator, Patient transfer, WACHS - Kimberley 4 years ago
We have made a change
Donna Cox
Regional PATS coordinator, Patient transfer,
WACHS - Kimberley

Submitted on 20/09/2019 at 9:44 AM
Published on Care Opinion at 9:45 AM

Dear quebecnw87,

I see my Regional Director beat me in replying to you! I was looking forward to letting you know that I knew about this particular incident and we have already made a change. The car seats / restraints have already been replaced and our Aboriginal Liaison Staff have been trained in the fitting of these devices.

We have also discussed the need for a nurse to travel with the Aboriginal Liaison staff when meeting patients who are returning to the region as an inter-hospital transfer. This would mean a higher priority assigned to the transport and ensure the appropriate support and assistance was provided. We will let you know how this change proceeds.

We would really like to hear what you think.

Kind regards,

Donna Cox

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