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"Consistency of care"

About: Nannup Hospital / Emergency Department Royal Perth Hospital / Emergency Department

(as the patient),

I believe it depends who you get. I feel sometimes it’s fantastic and that’s usually in the early hours. Sometimes, in my opinion, you get treated like, not another old person, it really is awful. I believe they do the basics of care but it’s not professional, it’s not kind. In my experience, they hook you up and walk away and sometimes you can hear them talk about you. I’ve experienced this a couple of times really bad.

If you get bought in by the ambulance, I believe you get better treatment, they seem to think this is important. If you’re a few kms away from the hospital and you drive there, and then you are called ‘self-presented’ and, I feel, they assume nothing is wrong. Of course a friend can take you but you don’t like to bother a friend.

On the whole, I believe they’re very valuable. I’ve dealt with both hospitals. There’s those times you strike someone that is seemingly annoyed with you. At night when all the other patients are asleep, and they speak to you, I believe, like you’re old and you don’t know anything.

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Responses

Response from Daniel Mahony, A/Operations Manager, West Kimberley, WA Country Health Service - Kimberley 2 years ago
Daniel Mahony
A/Operations Manager, West Kimberley,
WA Country Health Service - Kimberley

I manage the Derby and Fitzroy Crossing Hospitals.

Submitted on 22/07/2021 at 8:34 PM
Published on Care Opinion on 23/07/2021 at 9:01 AM


picture of Daniel Mahony

Hi alphagt65,

Thank you for taking the time to provide us feedback about your experiences at Nannup Hospital. I am sorry to hear that your experience has not been consistently positive and that at times you have felt staff haven't listened or have not been professional. I would like to further understand your experiences with Nannup Hospital so we can ensure our service continues to improve, and next time you attend the hospital you have a better experience.

Please feel free to contact me via daniel.mahony@health.wa.gov.au or 0429298467.

Kind regards


Dan

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Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 2 years ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service
Submitted on 26/07/2021 at 10:37 AM
Published on Care Opinion at 10:49 AM


picture of Lesley Bennett

Dear alphaqt65,

Thank you for your feedback about your experiences with the Royal Perth Hospital Emergency Department. We appreciate that these may not have always been positive and that you have found the quality of care to be inconsistent.

I’m sorry that you feel staff treat ambulance arrivals as more important, or that taking yourself to hospital makes your case seem less serious. Let me assure you that all patients are assessed and treated in order of urgency irrespective of whether they have arrived by ambulance, or self-presented, and we expect the same high standard of care to be given to all patients.

It is also disappointing to read that you feel some staff members have been disrespectful or offered you only basic care and that you believe this is related to your age. This is not of a standard that we would expect and your concerns will be fed back to staff by the manager of the Emergency Department. It’s important to us that our staff treat everyone with dignity and respect regardless of their age or manner of arrival.

I am very sorry that you feel you have been treated as an annoyance and in an unprofessional manner. I would like to offer you the opportunity to discuss your concerns by calling the Consumer Engagement Unit on (08) 9224 1637, 8am to 4pm or email RPBG.feedback@health.wa.gov.au. I hope we are able to be of assistance in addressing your concerns.

I appreciate you letting us know of your experience so that we can learn and improve the care we deliver to our patients and the community.

Kind Regards,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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