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"Misleading information."

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

(as the patient),

Based on my experience, I'm starting to think that hospitals don't follow protocol. It seems to me they do as they please by cleverly stating stuff like expect to wait 2 to 3 hours, in my opinion. I thought it was because doctors take time with their patients. I believe I was wrong.

I was called in to the outpatient orthopaedic clinic. I recall I arrived early and was made to wait more than around 2 hours. At this time, I felt I was about to explode. I then asked a nurse why my file kept seemingly being pushed to the back of the line. I recall I was told that even if someone comes at midday and I come before midday, the one at midday becomes a priority. I felt I was a priority too as I was in agonising pain yet the others who I recall came much after me, went in much before me.

When I started to air my voice, it seemed to me only then was my file given to the doctor. I felt this was so wrong. I find it discriminating. I believe the staff do as they please, send in who they want and I felt I was not a priority. I want the head of the department to explain to me why I was seemingly not a priority when I too have mental issues, yet I felt ignored. Based on my experience, both another hospital and Royal Perth did this to me. I feel this is wrong because those who come to the outpatient department in my opinion, are all priorities, not just pick and choose, but go according to their time and waiting list number

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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 6/01/2022 at 6:47 PM
Published on Care Opinion on 7/01/2022 at 9:24 AM


picture of Lesley Bennett

Dear hippoke93,

It is disappointing to hear of your recent experience at an Orthopaedic outpatient appointment at Royal Perth Hospital. I deeply apologise that you felt ignored and discriminated against while attending your appointment. This is certainly not the standard of care the Royal Perth Bentley Group strives for.

Your valuable feedback has been shared with the Head of Royal Perth Hospital’s Orthopaedic department and the Outpatient’s Manager.

On occasion, some patients are required to be seen before others due to their severity and thus, they are triaged accordingly. I acknowledge this can be an inconvenience and am sorry for any distress this has caused you as a result.

I can assure you that your concerns have been taken seriously, therefore a service improvement has since been implemented whereby the term priority, formally used in an instance when an emergency case is given precedence over another case, will not be used. You are correct in stating all patients that attend Royal Perth Hospital are a priority.

The Royal Perth Bentley Group is committed to providing the highest quality of care for patients and I would like to sincerely apologise that this was not your experience with our service. If you are comfortable doing so, I encourage you to discuss your concerns with the Consumer Engagement Unit on (08) 9224 1637 during business hours, 8 am to 4 pm Monday to Friday or via email: RPBG.feedback@health.wa.gov.au.

Thank you for bringing this matter to our attention and I wish you all the best in your future health care needs.

Kind Regards,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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