"Poor communication and attitude"

I was recently trying to get some answers regarding my parent's transfer from another hospital to Royal Perth Hospital (RPH). I felt I had been given the run-around and wanted to speak with the Orthopaedic Team who were supposed to be taking over parent's care.

I called RPH and asked the switchboard operator to page or put me through to a member of the Orthopaedic Team who was going to be taking over my parent's care. I was told they don't do that and that they were sure if the doctors want my parent to be transferred here, they have a very good reason.

I said that wasn't acceptable as I wanted to discuss the planned treatment with them as my parent preferred to stay in the hospital they were in if they didn't need an operation, and there was a possibility of conservative management.

The switchboard operator informed me that they wouldn't put me through and that the staff will have a much better knowledge about it that I did.

Unfortunately, this statement made me upset. I informed this switchboard operator that I was an experienced RN and they laughed at me and told me that that was all well and good, but right now, I am the child of a patient. This person started talking over me and then I said I am hanging up now, and I hung up on the switchboard operator because I felt they were being augmentative, not listening, treating me in a condescending, patronising manner, and I was becoming very angry.

While I can accept that it may not be protocol to have relatives ask for doctors directly, there are several things that I believe need to change:

1. A Standard Operating Procedure so that if it happens, they can be put through to someone who can assist, not act like the keeper of the gates. It is not their job to inform people that Doctors know best and refuse to assist a communication request.

2. Retrain your switchboard operator to communicate more compassionately and know how to deal with people who are obviously stressed.