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Care Opinion

Out of Touch Visitor Restrictions

Posted By reticulumcw39

"Out of Touch Visitor Restrictions"

About: Maroondah Hospital Peter James Centre

(as a carer),

20-4-2022 ease of restrictions states that "all visitor restrictions in hospitals will be removed except mask requirements" and "up to 5 visitors are allowed now for care facilities".

I believe Eastern Health are holding patients captive from family. It seems that visitor guidelines aren't clear nor up-to-date with current restrictions. 

Dependents refused entry with an adult @ Maroondah & PJC. Patient emotional/mental well-being I feel is being ignored, not allowing visitors or not wheeling them out to a window. Patients crying to see family whom they haven't seen for months, because of what I believe are ill-conceived and outdated guidelines.

Why have EH not done their due diligence and updated their policies? Why allow a unit manager to dictate the days, hours and people who can visit? To my knowledge, many staff have mentioned they don't want these restrictions still.

So how long will EH allow these retractions that I believe cause such emotional harm to their patients and staff, who also have to deal with irate patients and visitors? When will consideration for patient wellbeing be considered? You take a baby to PJC rehab and see how many patients will be annoyed about it, Zero in my opinion, but I believe the staff will sure complain about it.

I believe nursing staff want to put in a catheter and nasogastric tube because it seems they do not have the time or staff to help toilet a patient, nor assist in feeding a patient. I was advised it is more convenient for them to do so, almost forcing this onto the patient it seems, without their consent (unable to make informed medical decisions). Ignoring 'call buttons' time and time again in my observations, taking 40 minutes to assist a patient at the toilet, so I believe the patient crawled across the floor.

Toxic environment for patients and staff in my opinion, and based on my observations, below average standard of care provided. Makes me very concerned for the future should we need medical attention.

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Responses

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health nearly 2 years ago
Gayle Smith
Executive Director, Quality, Planning and Innovation,
Eastern Health

Submitted on 16/05/2022 at 11:02 AM
Published on Care Opinion at 11:02 AM

picture of Gayle Smith

Dear reticulumcw39,

Thank you for your feedback and you raise a number of concerning issues. The last 2 years have been a very difficult time for our community and particularly for patients and staff of our health services. The visitor restrictions have been difficult for everyone. As you have highlighted there has been easing of restrictions lately and we at Eastern Health have made it easier for patients to have visitors however, due to the requirement to maintain physical distancing, we have not been able to fully reinstate visiting. I acknowledge that this is disappointing. Our current visitor arrangements are published on the Eastern Health website.

You have raised a number of other issues about quality of care at Eastern Health which are most concerning. I apologise if you or a member of your family have directly experienced this. This is not the standard of care that we would expect.

If you would like to follow up on any particular experiences of the type of care that you have described I would like to offer you the opportunity for us to review your care. If you would like us to do this please contact one of the Patient Relations Advisors in the Eastern Health Centre for Patient Experience, either by calling 1800 EASTERN or by emailing feedback@easternhealth.org.au. If you choose to call, please be aware that it is possible that the Patient Relations Advisors may be on another call at the time you ring and if so, you will be invited to leave a message so they can return your call.

It is disappointing to hear that you have lost confidence in the public health system and I would welcome the opportunity to discuss this further with you.

Regards,

Gayle

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Update posted by reticulumcw39 (a carer)

Thank you for your response Gayle, however the restrictions have not changed since February. So no they have not eased in line with recent restrictions being lifted in April.

I am very familiar with the EH visitor information page, it seems the staff at Peter James Centre are not and this causes frustrations every time an attempt to visit is made. The issue being that I believe the unit manager nurse dictates the days, times and people that can visit, forcing them to have an exemption. That is not how EHs very own page outlines. Having to beg to visit for special circumstances to visit and tell a PJC patient their sibling is on their death bed, who subsequently died that very day.

I feel the control has completely gone to their head and in my opinion, absolutely passed down to the staff on the ward, bad-mouthing visitors, hanging up on family calling the desk for them to help get in touch with a patient who is unable to use the phone in their room. The list goes on and I would be happy to make any or many formal complaints with names and dates.

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health nearly 2 years ago
Gayle Smith
Executive Director, Quality, Planning and Innovation,
Eastern Health

Submitted on 20/05/2022 at 1:02 PM
Published on Care Opinion at 1:44 PM

picture of Gayle Smith

Dear reticulumcw39,

Thank you for your response to my original reply. In order to address your concerns we would be really keen to hear directly from you, obtain some more specific feedback and directly address them. Can I please encourage you to make contact with one of the Patient Relations Advisors in the Eastern Health Centre for Patient Experience, either by calling 1800 EASTERN or by emailing feedback@easternhealth.org.au.

Once again I would like to apologise for your experience and that of your loved one and reiterate that we would be very keen to follow this up.

With regards,

Gayle Smith

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