"Information request and staff attitude"

About: St George Hospital

(as a service user),

I called St George Public Hospital in Kogarah recently to enquire about a friend who I believed has been in the hospital for several weeks, not sure if was dismissed or had passed away.

They couldn't tell me anything about them (how come there's not any information about inpatient, their arrival/departure dates?). What happens with the records of previous weeks? Why this info is treated like confidential?

What if the person has no relatives and someone is looking urgent. I feel this could be improved, even if the person was dismissed, why is it so hard to get information regarding that?

Also, I believe the staff should know common citizens may not be aware of hospital regulations or procedures, so why do they come across so rude to answer simple enquires? I feel they treat us as if we must know the rules and answer often in an angry tone. I believe more training should be needed in that regard. Feeling frustrated about it.

Thanks.

Responses

Response from Paul Darcy, General Manager, St George Hospital last week
Paul Darcy
General Manager,
St George Hospital

General Manager of St George Hospital

Submitted on 29/07/2020 at 08:37
Published on Care Opinion at 09:06


Dear araek65,

Thank you for your feedback about your experience with St George Hospital. I would like to apologise for the difficulties you experienced when you contacted our hospital.

St George Hospital regards the privacy of our patients as a very high priority and we make every effort to protect our patients' privacy. In accordance with the NSW Health Privacy Manual for Health Information, all health employees are required to keep information about patients and their health care confidential.

I do apologise if the staff came across as rude as this is not acceptable. I assure you that this will be passed on to our communications staff.

Yours sincerely,

Paul Darcy

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