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Explanation to patients

Posted By bravoqd87

"Explanation to patients"

About: Derby Hospital

(as the patient),

First time I walked out because I didn't want to take my clothes off and everything. Originally, I felt things hadn't been explained very well. They said to take my clothes off, put these on and wait, and I felt very upset.

Then Cathy (Operating Theatre (OT) Clerk) called me and was very nice to me and talked me into coming down to see the Operating Theatre Manager and the surgeon.

When it was explained to me properly, I happily made the decision to come back and have my procedure done. I felt I didn't have a proper understanding of the situation when I came in the first time.  

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Responses

Response from Nick Mildenhall, A/ Operations Manager, WA Country Health Service 3 years ago
Nick Mildenhall
A/ Operations Manager,
WA Country Health Service

Submitted on 9/09/2020 at 6:30 PM
Published on Care Opinion on 10/09/2020 at 8:56 AM

Dear bravoqd87,

I have read your story and would like to offer you my sincere apologies about what happened and how you were left feeling unsure and uncomfortable about having your procedure.

It is essential that we communicate with compassion to our patients, and their families and carers, and make sure that patients feel safe and comfortable when they are in our care. Your story is a powerful reminder not to take for granted how daunting it can be for our patients when they come to the hospital for a procedure, and how it is the role of all of our staff to work together to communicate effectively and minimise any stress or concerns that patients may have.

I am pleased to hear that our Theatre team, in particular our Theatre Clerk, Cath, was able to help you by discussing the details of your treatment with you and made you feel comfortable about having your procedure. Cath is a valued member of our health service and I will ensure your kind feedback is shared with Cath and the rest of the team.

Thank you for sharing your story with us and for giving us the opportunity to learn from your experience.

Kind regards,

Nick Mildenhall

A/Operations Manager, Kimberley Health Service

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