"Negligence and careless service"

About: The Alfred

(as a relative),

My parent went in for day surgery and didn't come out for months. It seems their gastro surgery went wrong as the surgeon ruptured their bowel. I believe they were in a rush as we were told they were going away on holidays immediately after.

Day after day I felt my parent worsened and many doctors came past uncertain as to what the issue was, scans would reveal anything until my parent worsened so much that they operated to open their stomach and check the bowels manually.

My parent spent months in intensive care. The doctors who realised what had happened were very caring and acknowledge the error. Unfortunately, the surgeon was never anywhere to be seen throughout the period. A visit would have been nice. There was a team of 8 great specialists looking after my parent.

The months my parent stayed in the hospital, I stayed in a hospital chair next to them overnight as I feared my parent would not make through the night as we saw that patient would spend hours calling for nurses and it seemed no one would come. On one of the first few nights, my parent called us home at early hours of the morning as the patient next to their bed was screaming for help and my parent thought that patient was dying. We called hospital security and told them of the call, I believe they immediately sent someone to the ward and then a nurse came past the patient's bed. My parent was then immediately taken away. That patient and their family were so grateful for what we did, that they are still in grateful contact with us. That was enough for us to not leave my parent's side at all.

I felt the cleanliness of the wards was shocking. I had to report to management that over the whole weekend it seemed toilets were not cleaned and in my opinion, were extremely unacceptable for patients to use.  

I felt some nurses were super rude, my parent doesn't speak great English and if there were no family members around I believe they were exposed to a couple of nurses bulling them. In my opinion, my parent was in such a bad state that they felt powerless and just wanting to close their eyes and end such a horrible episode. It breaks my heart to talk about this, it's been over a year and my parent still can't talk about this. I believe no one ever has said sorry to them.

Recently, my parent is back in the hospital dealing with sequelae which they tried to avoid as much as possible but their health is only deteriorating and stopping them from the quality of life they once enjoyed.

Until the day my parent went in for day surgery, they were active, super enthusiastic, energetic, happy, outgoing, self-sufficient and today they are introverted, can't talk about what happened and when reminded they cry inconsolably. I believe my parent is fearful and lacks energy.


Responses

Response from Care Opinion Australia 2 weeks ago
Submitted on 13/11/2020 at 13:58
Published on Care Opinion at 14:00


This response has been posted by Care Opinion Australia on behalf of Alfred Health.

Dear earmarkgz76,

I am so sorry to hear of your parent’s experience at Alfred Health, and the stress it has caused you. We should all feel confident in entrusting the care of our loved ones to our doctors and nurses, however, it sounds that this was not always the case for you.

I strongly encourage you to make contact with our Patient Liaison Team who will be able to look into your case. Alfred Health is known for its high-level, patient-centred care – particularly in ICU where a critical care nurse is stationed with each patient at all times. However, the care you have described does not meet the high standards we set for ourselves, and once we have the details, we will be able to fully investigate what went wrong and make the necessary changes required.

It is troubling to hear your parent is still unwell. If there is anything we can do to provide further care or refer your parent to seek care elsewhere if that is their wish, please let us know.

You can contact our Patient Liaison Team via feedback@alfred.org.au or by calling 03 9076 8001, and I will personally notify them of your case.

Warm regards,

Simone Alexander, Chief Operating Officer, Alfred Health

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