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"Negligence by doctors"

About: Royal Perth Hospital / Acute Surgical Ward 6G

(as the patient),

Early in the morning recently, I admitted myself to the Royal Perth Hospital ED section. After explaining my condition which was an infected Perineum abscess, I was examined thoroughly and I notified the staff that I'm highly diabetic with a sugar level of 16.5.

When I also informed the staff that I have not eaten any food since the night beforewith a rare allergy of anything cold brings down my immune system.

Anyway ... after careful observation, I was transferred from the ED check ward to the surgical wards ASU. Nurses were pretty helpful straight away.

That afternoon, around 9 hours after I arrived at the hospital, I started to feel very hungry and informed the nurse who stated that I'm on *Fast* due to my surgery going to take place. Okay I accepted it. But again, 3 hours later (early evening by this time) no news from the surgical, I was getting agitated as it's not appropriate for a diabetic patient to fast so many hours which could lead to me having more complications. An hour after this, I was at my peak mindset yet told by the nurse I am on the priority list and will go in soon.

3 hours later the doctors with a team walks in to only comfort me that the operation would take place the next day. What about food? After a lot of anxiety building up, I told the nurse if I don't get food I'm walking out. After that, I was given two lousy sandwiches that were too cold in spite of informing them I'm allergic to cold. 

To also add to my misery, a door of the nurses' medical room was near my room kept making an annoying noise when shut after opening. Requested the nurse to do something about it and was told there is nothing they could do about it. Can you imagine ... another patient came to our rescue and gave us earplugs.

I know this is a Public hospital but  *hey * this is Australia.

After all this ordeal to be told by a surgical doctor,  not in a nice way in my opinion, you are going home, I'm like thank you because in my experience, that's all you hear in public Hospitals. 

Now I live alone and have no support. With the anxiety and the dietician giving me a lot of supplement drinks, my bags were so heavy that I requested a support worker to get me a taxi voucher which they declined, point-blank in my opinion, and left. When one of the surgical doctors who visited me for the last time,  explained my situation who in minutes provided me with a taxi voucher with, I believe, no regrets. Shocking I think.

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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 12/11/2021 at 1:08 PM
Published on Care Opinion at 1:09 PM


picture of Lesley Bennett

Dear castorxh49,

Thank you for sharing your story. It is invaluable for us to receive such a detailed response about areas we need to work on.

I was pleased to hear that your initial interactions with our nursing staff on Ward 6G were helpful. However, it was concerning to hear of your experience regarding your wait time for surgery at Royal Perth Hospital (RPH) and acknowledge the frustration and distress this caused. Staff will be reminded that it is essential that communication takes place with patients and families to ensure there is a clear understanding of what is happening and why. I am sorry this was not your experience on this occasion.

I was saddened to hear there was a breakdown in your relationship with the medical staff and you were shocked by the way a doctor spoke to you, and acknowledge that this is still a cause for distress. I am also disappointed to hear that you were agitated and your anxiety was building as you had been fasting for a considerable number of hours. Our diabetic patients are required to be closely monitored, particularly during periods of fasting prior to surgery. It was with regret that I read that you eventually received a cold sandwich after you informed the RPH staff of your allergy to cold food. Please accept my sincere apology for this oversight.

The comfort and safety of our patients is important to us at the Royal Perth Bentley Group (RPBG) and I was very sorry to read of your discomfort. The Nurse Unit Manager has been made aware of the noisy door you mentioned and will seek to address this with our Facilities Manager. Thank you for bringing this to our attention.

We are committed to providing the highest quality health care we can for our patients and I would like to sincerely apologise that your experience has not been a positive one.

RPBG do not routinely offer taxi vouchers to patients upon discharge; however, under the circumstances you explained, I was happy to hear that a voucher was eventually provided to enable you to return home safely.

If you would like to have the opportunity to discuss your concerns further please call the Consumer Engagement Unit on (08) 9224 1637, 8am to 4pm or email RPBG.feedback@health.wa.gov.au. Thank you again for letting us know of your experience, so that we can learn and improve the care we deliver to our patients and the community.

I wish you well in your recovery.

Kind regards

Lesley Bennett

Executive Director

Royal Perth Bentley Group

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