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"Respect"

About: Royal Perth Hospital / Stomach, Bowel and Liver Care (Gastroenterology and Hepatology)

(as the patient),

I was in the Endoscopy Suite (Gastro) at Royal Perth Hospital (RPH). I was up in the early hours of the morning and drove over two hours, into the chaos that is CBD Perth, to be there half an hour before my appointment.

The young nurse taking my vitals tells me they don't need me to be sarcastic. I am not sarcastic but I was exhausted. I think all staff, everywhere, should not put up with abuse of any sort but I will not be tone-policed staff who are, in my opinion, dismissive with disdain that was palpable. But why?

I was there for my 3rd looky-loo, with still no decision on a date, method, surgeon or which department had the expense of me. ENT or Gastro? Who knows? In my opinion, I am but the shuttlecock in their budgetary badminton game. Get this straight, I drove for a total of over 5 hours that day for a half-hour look and an hour recovery.

I feel as though it seems one is supposed to feel ashamed for using a public hospital. I did not understand that outside of Emergency services, it seems that using public hospital facilities meant that one was somehow less worthy. It feels that one was an imposition on budgets and time and valuable skills.

There may be a duty of care for the ill, but in my opinion, it feels begrudged.

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 4 years ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service
Submitted on 28/02/2020 at 7:25 PM
Published on Care Opinion on 2/03/2020 at 9:58 AM


picture of Lesley Bennett

Dear ink6306,

I am so sorry to hear of your experience with the Endoscopy Unit at Royal Perth Hospital and that you did not feel welcome and cared for at your recent visit. I would like to reassure you we are taking an active approach to improving patient experiences by using stories such as yours to promote compassion and improve communication for the benefit of patients, visitors and staff throughout the organisation. Our survey data tell us we are improving so I am sorry to hear of your encounter.

The Consumer Engagement Unit team have let me know they believe you have already contacted us directly. If this is correct we will respond to you personally regarding these concerns. However, if this is not correct you are welcome to contact the Consumer Engagement Unit on phone 9224 1637 8am to 4pm weekdays or via email RPBG.Feedback@health.wa.gov.au if you would like to provide feedback directly and receive a response to your concerns.

I wish you well with your ongoing health needs.

Sincerely

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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