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Result review

Posted By alphapm54

"Result review"

About: Cowes Phillip Island Health Hub

(as a relative),

Recently, the doctor on in the afternoon was, in my opinion, very disappointing.

My partner was left in pain for 3 hours with our young child. Not one person attended to my partner at that time. My partner was left sore and both hungry from being left to wait for so long, without even an idea of how long things would be.

When the doctor finally approached my partner, they asked how they could help today. My partner, I believe a little disgruntled, replied with, stupid question. The doctor, I believe, proceeded to intimidate my partner by pointing in their face. Saying they can get another doctor, how dare they speak to them like that. Long story short, in my opinion, this doctor treated my partner very unprofessionally! And I believe intimidated them to the point that my partner was crying!

My partner was then discharged by a nurse with no further treatment advice.

Extremely disappointed with this service!

Based on this experience, I feel this doctor needs a serious speaking to. 

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Responses

Response from Jan Child, CEO, Bass Coast Health 3 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 29/11/2020 at 9:18 PM
Published on Care Opinion on 30/11/2020 at 10:14 AM

picture of Jan Child

Dear alphapm54,

I want to say thank you so much for posting this feedback. I am sorry that it has taken us so long to get back to you but we wanted to follow up a few things first and understand some of the issues from our end.

Can I say at the outset, our care of your partner was not OK and I sincerely apologise. Our Clinical Director of Emergency Services has indeed followed up with the doctor involved and we have confirmed that your partner was sent home with a printed summary on which instructions had been highlighted with a highlighter pen and verbally given to the patient. This is that particular doctor's standard way of discharging patients which does not meet our expectations.

It is absolutely our expectation also that staff react professionally, even if the patient response is frustrated. The doctor should have been sympathetic and de-escalated the situation and provided the care we expect. The doctor is a locum and will not be used again unless they demonstrate they have the capacity to learn from this situation.

We are also looking at why your partner was invited back rather than being referred to the GP for follow-up – unfortunately, your partner returned back on a busy Monday which resulted in a longer than usual wait time.

I agree that the service we provided was not up to expectation and I want to reassure you that our Operations Director and Clinical Director have reviewed this to mitigate this behaviour occurring again.

I want to thank you once again for raising this with us. Had you not done this, we would be unaware that this occurred and risk this behaviour occurring again and again.

If we can do anything to support the recovery of your partner, please give me a call on 0472 846 355.

Yours in kindness,

Jan

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