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Lockdown communication

Posted By asteropegz33

"Lockdown communication"

About: Swan Hill District Hospital / Emergency Department

(as a relative),

My parent was a patient at our local hospital for a few days and because of covid lockdown, there were no visitors allowed. I questioned how, when my parent is elderly, deaf with hearing aids but still does not hear properly. How could we advocate for them so my parent could get their message across properly and can understand properly what is being told to them. My parent was in hospital with a UTI and confusion caused by the infection. Our only way to communicate with staff was on the phone and I felt that was not good enough when my parent was confused and we were not sure what was happening.

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Responses

Response from Chloe Keogh, Executive Director of Clinical Care, Executive Offices, Swan Hill District Health 2 years ago
Chloe Keogh
Executive Director of Clinical Care, Executive Offices,
Swan Hill District Health

Overall responsibility for the running of the health service, reports to the Board of Management. Acting for 3.5 months to replace Long Service Leave.

Submitted on 7/04/2022 at 9:59 AM
Published on Care Opinion at 11:40 AM

picture of Chloe Keogh

Dear asteropegz33,

This is very disappointing that your elderly parent was confused, had an infection and was an inpatient and you were only able to communicate with them, and the staff caring for them by phone.

Throughout the pandemic, there have been allowances always made for carers to visit to help patients like your parent, who need the support of family to advocate for them, reorientate them, and know best what they need when they are unwell. This is a well-understood process to support this "carer" visitation here at Swan Hill District Health, and the Supervisor team have made such arrangements for very many people to help them with their loved ones as inpatients. I am very sorry that this was not clearly explained to you, and that you were not provided with that opportunity to help your parent at such a vulnerable time, and that you were not provided with the information to be able to come in and visit them as a carer to help them recover.

I do not hope that your parent becomes unwell again soon, or requires hospitalisation, and I hope they are now fully recovered, however, if this does happen again please discuss the situation with the nurse in charge of the ward to ensure that everyone is working together, and that you are able to have face to face visits to help your parent recover.

I am the senior staff member in charge of patient flow and Covid streaming during the pandemic and I am more than happy to speak to you further about this. I can be contacted on 50339250, or via email at ckeogh@shdh.org.au.

Kind Regards,

Chloe

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