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Confidentiality Training

Posted By aquariusjy93

"Confidentiality Training"

About: Carnarvon Hospital / Emergency Department

(as a relative),

A family member presented to ED and was flown on RFDS to Perth. This was quite a traumatic experience for all involved however the ED staff were amazing. 

As this was quite a sudden and private matter, we had not discussed what was happening with anyone - not even other family members. Which is why I was extremely shocked and upset to have a colleague come to me with knowledge of this event and giving condolences! 

After enquiring how the colleague had become aware of the matter, we were told that they were informed by their partner who works in the hospital admin pool. In my opinion, this is extremely unacceptable. Whilst this is a small town, I believe there is no excuse for what I feel to be a gross breach of privacy. I was under the impression that all staff must adhere to a strict confidentiality agreement, however I feel my family's privacy was violated. I believe that this hospital needs to provide refresher training on how to respect patients' privacy. 

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Responses

Response from Grant Patrick, Operations Manager, Carnarvon, WA Country Health Service 3 years ago
Grant Patrick
Operations Manager, Carnarvon,
WA Country Health Service

Submitted on 29/04/2021 at 3:23 PM
Published on Care Opinion at 3:23 PM

picture of Grant Patrick

Dear aquariusjy93,

Thank you for reaching out to us via Care Opinion and bringing this important feedback to our attention. I was concerned to read your story and I am sorry for the additional upset and stress you experienced at an already traumatic time for your family.

I want to reassure you that your experience is not accepted practice at Carnarvon Hospital and that we take seriously our responsibility to keep consumer information confidential. I would really value the opportunity to discuss your experience with you and investigate the details of what happened to ensure that this does not happen to another person. My name is Grant Patrick and I am the A/Operations Manager Gascoyne, if you are happy to speak to me you can contact me via phone on 9941 0300 or email grant.patrick@health.wa.gov.au.

I have discussed and reflected upon the incident with my management team who agree that all staff need to be reminded about their responsibility to ensure consumer confidentiality is maintained. They will be discussing your feedback with their teams and staff to ensure they not only have an understanding of confidentiality but also how it applies to them. I will also meet with the administrative team specifically to outline our expectation that they maintain the confidentiality of our consumers.

Confidentiality is of vital importance in the delivery of high quality compassionate health care and all WA Country Health Service staff no matter where they work or their roles are required to complete the WACHS Confidentiality eLearning Pack. This training ensures they understand their responsibilities in regards to confidentiality as a trusted health service provider. In light of your feedback, we will also encourage staff across the campus to undertake the online learning system package as a refresher.

Thank you again for sharing your story with us. In telling your story, you have given us many opportunities to listen and learn so that we can improve the care we provide to consumers in the Carnarvon community.

Kind Regards,

Grant Patrick

A/Operations Manager

Carnarvon

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