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Listening and supporting patients

Posted By Letdown and frustrated

"Listening and supporting patients"

About: Bunbury Hospital / Surgical Ward

(as a service user),

I was admitted to the Bunbury Surgical Unit overnight due to complications relating to the delivery of my baby a few weeks ago. I was kept fasting for possible surgery. My baby was allowed to stay with me as I was breastfeeding, but due to the pain I was in, I needed help to care for them. My night nurse (Kelly) was fantastic and allowed a family member to be with me to help. 

In the morning, I saw the obs and gyne team for the briefest time. I felt like the doctor had no time for me and did not even listen to the concerns that I had regarding my condition. 

The day nurse then came in and said that as visiting hours have changed my family member would need to leave. I explained that I needed help with my baby but was told unless l was going to theatre I was not allowed to have visitors.

The Doctor returned after lunch and stated that I was not getting the surgery. Again, I felt they refused to listen to my concerns or answer questions that I had. 

I explained to my nurse that I was very concerned and would like a second opinion or for the doctor to come back and listen to me. I was told that I was unable to get a second opinion.

I have left the hospital with a major concern for my health and that of my newborn baby and many questions that just were not answered. I am in horrible pain and I am feeling very frustrated and let down by my local hospital.

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Responses

Response from Andrea Drew, A/ Clinical Midwifery Manager, Bunbury Hospital, WACHS South West 3 years ago
Andrea Drew
A/ Clinical Midwifery Manager, Bunbury Hospital,
WACHS South West

Submitted on 11/08/2020 at 2:27 PM
Published on Care Opinion at 2:46 PM

Dear Letdown and frustrated,

My name is Andrea Drew and I am the Acting Clinical Midwifery Manager of Maternity Ward. I am very sorry to hear of your experience and that you have been let down and not listened to.

I am quite concerned to hear that you are in pain and have unanswered questions. I would sincerely like to speak with you, firstly to help with and support you and your baby’s immediate healthcare needs, and also to further understand your concerns so we can prevent this from happening again. If you feel comfortable could you please call me on my work mobile, 0418 913 555.

Please be assured that we take all feedback and concerns seriously. I will be providing your feedback to both our midwifery and medical staff to ensure that we are listening to our patients and providing them with the high quality and patient focused care. I am very pleased to hear that you received comfort from the midwife, Kelly, allocated to your care and I will pass on this feedback to her.

Warm regards

Andrea Drew, Acting Clinical Midwifery Manager, Maternity Ward Bunbury Hospital

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