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Care Opinion

Being forgotten

Posted By statusgh99

"Being forgotten"

About: Royal Perth Hospital

(as the patient),

Mid last year during a football game I had injured my ACL. I was then referred to Royal Perth hospital a month later to see a doctor. The doctor instructed me to get an MRI. They had recommended knee reconstruction to firstly preserve my knee function and then hopefully return me to some level of exercise.

The doctor had discussed with me the prospect of ACL reconstruction +/- MCL reconstruction depending on their examinations under anaesthetic with lateral meniscus repair. The doctor then stated on my specialist letter, the doctor has added me to the wait list that day as a category 2 patient, this was dated 2 months after my injury.

By late last year, some months later, I had called the wait list. I was expecting to have my surgery data sent to me by now as being a category 2, I understand it was indicated that it should be done within 90 days. This was when I had found out that I was not on the wait list. It seems no one had placed me on the wait list after my first appointment. As I understand it, they then placed me on to wait list and I received a letter in the mail a week later confirming that I was on the wait list and that it should be done within 90 days.

Almost two months later I had called the wait list line again to confirm that they will have a date soon as I believe technically I should have had my surgery by the end of last year. Unfortunately they informed me that I had only been on the wait list since the end of last year, I then had to inform them I should have been put onto the wait list two months after my injury (and can prove I should have) but they explained they can only work with that date they were given which was the date at the end of last year.

They then asked why I hadn’t filled in my anaesthesiologists letter when I was put on the wait list. I then explained that orthopaedics didn’t put me on the wait list, the wait list person put me on the wait list. They then sent me out the questionnaire by mail, then I had filled and then returned within 2 days of receiving it. Then got all my nurse appointment and bloods done really quickly then I confirmed with the wait list people that I had the OK for surgery.

I was given my surgery date of mid year this year – 10 months after my injury being a category 2 patient. I have now received a phone call that my surgery had been cancelled and they will be in contact at a later date to book me in.

I am currently waiting for my knee surgery and I am due to have ankle surgery 4 months after, this has affected my second surgery that I have waited over 2 years to get repaired.  

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 2 years ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 26/05/2021 at 11:41 AM
Published on Care Opinion at 11:42 AM

picture of Lesley Bennett

Dear statusgh99,

Thank you for contacting us and please accept my sincere apologies for any oversight to your care and the impact this may have on the recovery from your football injury. We always strive to deliver a high standard of patient care and it is disappointing to hear of the experience you have had to date.

You are correct in stating that we aim to have Category 2 surgeries completed within 90 days; however, these have regrettably been delayed due to both the lockdown transition restrictions and an increase in emergency and trauma operations. Additional capacity has been added to improve our ability to treat more patients. From 28 April a further 14 surgical beds were opened, and we have also increased our operating time including Saturday theatre lists.

We respect your right to remain anonymous; however, if you are comfortable in discussing your concerns directly with us, please contact the Consumer Engagement Unit on 9224 1638 so we can look into your case and address the delays with you personally.

Kind Regards,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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Update posted by statusgh99 (the patient)

Hello Dr Lesley Bennett

I have already called and emailed the department.

I waited 240 days, nowhere near the 90 days. In that 240 days, we only had 1 lockdown.

I have a copy of the response from the Consumer Engagement Unit that can be supplied privately if required.

Response from Grant Waterer, Acting Executive Director, Royal Perth Bentley Group 2 years ago
We are preparing to make a change
Grant Waterer
Acting Executive Director,
Royal Perth Bentley Group

Submitted on 4/06/2021 at 11:05 AM
Published on Care Opinion at 12:36 PM

picture of Grant Waterer

Dear statusgh99,

Thank you for letting us know. I am Acting as the Executive Director in Lesley’s absence.

We are currently working through the patients that have been delayed and I am sorry this has been longer than we would have liked.

I cannot comment on the correspondence you have received, but usually we would ensure that consumers providing feedback are heard and changes made where possible to improve systems. There is a robust mechanism to investigate and review concerns registered with us and we try to alleviate any immediate issues arising.

I would like to apologise to you again for the protracted timescale for your surgery due to the apparent oversight with placing you on the waitlist. We are currently putting more staff resources in to try to address this issue.

I would be interested in revisiting your concerns if they have not been dealt with appropriately, so would invite you to contact the Surgical Division Co-Director please contact Neil Cowan on 9224 2334

Dr Grant Waterer

A/Executive Director

Royal Perth Bentley Group

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Update posted by statusgh99 (the patient)

Hello Dr Grant Waterer,

I wish to inform you that I have once again been cancelled on. My surgery was booked but with a cancellation, they were able to bring my surgery closer.

This appointment now has been cancelled due to a trauma and may now not get my second surgery date back.

I have left a message with Neil Cowan and I am still waiting for a reply to my email complaint.

I have had to book my kids into an after school facility due to being a single parent that will not be able to drive, which has cost me. I can not afford to keep having to change the date.

I am important as well.

Thank you

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 2 years ago
We have made a change
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 24/06/2021 at 11:51 AM
Published on Care Opinion at 1:51 PM

picture of Lesley Bennett

Dear statusgh99,

I was pleased to hear you spoke with the Surgical Division Director, Neil on Thursday and were able to discuss your concerns. I know he takes each and every cancellation seriously and he has relayed to me the work of the team to rapidly find you a further surgical date. I was also pleased to hear that a full and unreserved apology was provided to you for your deferred knee surgery due to more urgent Orthopaedic cases.

I would like to assure you that every available surgical bed is now open at Royal Perth Hospital and whilst trauma patients have increased 16%, there is now 25% more operating occurring on Saturdays to help us manage the increases in urgent surgical demand as we have opened a further theatre for patient operations.

I was delighted that your surgery was able to be brought forward and performed a few days ago due to a cancellation and I do hope that you are now recovering well.

It is really important that patients receive the highest quality of care and I wish you all the best in your future health care.

Kind Regards

Lesley Bennett

Executive Director

Royal Perth Bentley Group

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