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Care Opinion

Not being listened to

Posted By concerned client

"Not being listened to"

About: Lives Lived Well NSW

(as a service user),

I was called for an appointment with the doctor but I didn't know why. I asked the doctor why I was seeing them and they said it was about me staying downstairs.

I began telling the doctor about injuries I have from a recent fall which I am still having pain from. I was asking if it was possible for me to keep my room downstairs because it was too hard for me to walk up and down the stairs too many times a day.

Partway through my conversation with the doctor, the mental health nurse interrupted and said that if I didn't like it I could leave. The nurse said this a few times and it made me feel like they weren't listening to me. The doctor didn't say much and I was hoping that the doctor would tell the nurse to let me speak. I just wanted to know why I couldn't keep my room downstairs but this wasn't explained to me clearly. So then I said that I will leave then.

This all made me feel intimidated by the mental health nurse. I felt like I wasn't allowed to speak and have my say so the doctor could hear my side. The nurse spoke instead of letting the doctor talk to me and listen to me.  I don't even know why the mental health nurse was in the room with me and the doctor.

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Responses

Response from Lara McLaughlin, Quality Co-ordinator, Lives Lived Well 4 years ago
Lara McLaughlin
Quality Co-ordinator,
Lives Lived Well

Submitted on 24/09/2019 at 4:36 PM
Published on Care Opinion at 4:46 PM

Dear concerned client,

Firstly, thank you for taking the time to let us know your concerns which ultimately led to you deciding to leave our service. I am very concerned that you felt intimidated - it is not how Lives Lived Well want any of our clients to feel.

I have taken your comments to the Program Manager at Wyla and she has expressed regret and empathy for you in this situation. She commented that it is current practice for another staff member be with the Dr at client appointments, but is concerned that you felt the staff member had more input than you would expect in the situation.

The Program Manager has committed to improving this situation, and will provide 'scope of duty' education by means of discussions with all staff members who are in attendance with the Dr during appointments. This will provide a clear outline for the Dr's support worker to adhere to.

Additionally, an explanation may not have been provided when you requested to remain downstairs. Wyla has many clients, and a high turnover - and I would suggest that maybe the downstairs beds were fully booked and unavailable for you to remain.

I encourage you to contact the Program Manager, Pnina Smith at Wyla on 1300 596 366 if you would like to discuss this further.

I also encourage you to continue on your journey and wish you all the best in the future.

Kind regards,

Lara McLaughlin, Quality Improvement Coordinator NSW

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