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"Wonderful experience with all staff"

About: Royal Perth Hospital / Goderich Street Outpatients Clinic

(as a carer),

I accompanied an elderly, very, very frail patient by ambulance to the Orthopaedics clinic at Royal Perth Hospital (RPH) as a social carer recently.

Starting with the 2 ambulance officers, they couldn’t be faulted; what superb caring people. They transferred the patient from a stretcher to a wheelchair upon arrival at the clinic. The ambulance officers left us in the said dept and left to continue with their workload.

I believe the patient was quite distressed and obviously uncomfortable. Both receptionist staff and nurses were very alert to the patient’s level of anxiety as at times they were calling out loudly 'help me’.

The 2 nurses on duty, Czanna and Abby were so attentive and caring to the patient. Abby immediately offered them a cup of tea which they declined but wished for a cup coffee, which appeared to soothe the patient. Just the thought itself was so touching. At times the patient was crying and, I believe, felt very sad.

We were constantly updated as to what was happening, despite the frantic pace staff worked at. Abby accompanied us to the radiology clinic where we waited briefly for scans to be taken. The 2 radiologists were so professional and attentive. I then managed to take the patient back to the orthopaedic clinic waiting room, where Czanna continued to reassure us.

Rather soon, we were seen by Dr Matt, a totally professional and caring registrar who I feel was totally competent in their role. Dr Matt had little information on the patient’s family details. The doctor made numerous calls to a guardian, obtaining the information required. He demonstrated empathy to the patient at all times, it was simply a joy to experience.

The patient’s shoulder was severely dislocated following a fall. Dr Matt felt a shoulder replacement was not an option for a number of reasons. Explaining everything to the patient despite their cognitive impairment with great patience and compassion. While we were with Dr Matt, Nurse Czanna, informed us she would call for the ambulance 15 minutes prior to finishing the consultation.

We will return in several weeks and certainly, it is such a delight to have exposure to such professionalism demonstrated by brilliant professionals at all levels.

I am almost stuck for words to describe our wonderful experience with all staff we met, they are such an asset to RPH. Some years ago, the Labor Government wanted to close down this hospital, thank God logic and common sense prevailed. We are so blessed in Perth to have such an amazing hospital and staff.

Responses

Response from Dori Lombardi, Director of Nursing, Royal Perth Bentley Group 12 months ago
Dori Lombardi
Director of Nursing,
Royal Perth Bentley Group
Submitted on 20/01/2020 at 18:35
Published on Care Opinion on 21/01/2020 at 09:52


picture of Dori Lombardi

Dear plutony33,

Thank you for taking the time to share your experience with the staff in outpatients, radiology and the orthopaedic team.

I have passed on your story to the relevant managers to make sure the staff you mentioned, and their teams are recognised for their good work.

I am very pleased to hear the staff were so attentive with such a vulnerable patient and understood the importance of reducing the time this person spent away from their home environment and called the ambulance crew early so that there was no delay in returning home.

I am also pleased that the staff made every effort to ensure that the guardian was involved in the assessment and decision making to get the best outcome for this patient.

I hope they are now as comfortable as possible given the complicated circumstances you describe.

Best wishes,

Ms Dori Lombardi

A/Executive Director

Royal Perth Bentley Group

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