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Care Opinion

Communication issues impacting patient care

Posted By travellerwg63

"Communication issues impacting patient care"

About: Royal Perth Hospital / Orthopaedic Surgical & Trauma & Spinal Care Ward 3H/5G

(as a relative),

My parent had major spinal surgery that went well and an uncomplicated recovery. In my opinion, the surgeon was fantastic, however, I believe there were multiple serious issues with communication that impacted on my parent's care.

1. I was horrified to discover that the whiteboard listing the patients on the ward was in a main ward corridor. When is it ever okay for this information to be in a public space? Every other hospital I have ever been to and worked in it is out of sight in a staff area and I believe patient information is treated with privacy and respect. I believe this is not public information.

2. It seemed 95% of the staff interacting with my parent did not introduce themselves to my parent before launching into whatever conversation was needed. From what I saw, most did not have their name visible on a name tag. Again, I found this deeply concerning. I believe it only takes a few seconds to say 'hi, my name is X and I’m the Y'.

3. In my opinion, there was zero consistency in information about his mobilisation and use of my parent's brace. I believe nurses each shift did and told my parent widely differing things about how it should be put on and what they were allowed to do.  Surely, I feel, this information should have been clearly documented in my parent's notes and been available to the patient and all members of the care team. I was very surprised my parent had no written information to guide this.

4. I felt the discharge process was very disorganised. I believe there were no instructions about what my parent was allowed to do on the weekend when there was no physiotherapy. In my opinion, the spinal team seemed genuinely surprised on the following morning that my parent was still there after the weekend. Again, the information and communication about a discharge plan (which I feel should have been at least been able to be discussed in a pre-op setting) was seemingly completely absent.

I honestly thought we were doing so much better in healthcare in 2020.  I was deeply disappointed to see a family member given so little empowerment and not at all treated like a part of the team, without the dignity of appropriate and helpful communication.

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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 4/08/2021 at 11:30 AM
Published on Care Opinion at 11:41 AM

picture of Lesley Bennett

Dear travellerwg63,

Firstly, thank you for your positive comment regarding the surgeon that undertook your parent’s procedure, and I am pleased to hear that they are having an uncomplicated recovery.

I am, however, deeply sorry to hear about your and your parent’s experience with communication within the Royal Perth Hospital (RPH) and the distress this caused.

I appreciate your concern regarding the patient confidentially for the whiteboard’s location. We have looked in to relocating the whiteboard; however, there is limited space and we are bound by the facilities’ restraints. I acknowledge this is not ideal; however, there is no clinical or other information about the patient written on these boards, apart from their name, in order to keep the patient’s confidentiality intact.

I am disappointed to hear that most staff did not introduce themselves. Staff members are required to wear an ID badge at all times and they are expected to introduce themselves to all patients in their care and state their purpose when entering a patient’s room. This feedback has been passed on to the team leaders who will ensure this is reinforced. I am sorry that this lack of courtesy increased your disappointment with the services we provided.

I understand that physiotherapists are responsible for patient education about using a brace prior to discharge and paperwork should have been provided at discharge. This is usually clearly documented. I am sorry that there was no consistency in the information provided by the nursing teams and would like to apologise for the oversight in the documentation.

Usually the discharge process is planned and communicated, I am sorry this was not carried out appropriately on this occasion. I would like the opportunity to investigate your concerns and I invite you to contact our Consumer Engagement Unit on 9224 1637 or email RPBG.Feedback@health.wa.gov.au so that we can get further information about your and your parent’s situation.

The Royal Perth Bentley Group always strives to provide excellence in healthcare for our patients and the community and I am sorry that this was not your experience with our service. I wish your parent a continued uncomplicated recovery.

Kind Regards

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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