"Aishwarya's CARE Call at Royal Perth Hospital"

One of my relatives was taken by ambulance to the ED of RPH after a serious motorbike stunt accident, when they sustained serious trauma injuries to one of their hands. Within the first week of admission, they underwent orthopaedic surgery to insert plates and screws to repair their wrist and thumb. My relative also sustained extensive skin loss which required skin grafts. They also have co-morbidities, including mental health illness. They complained of lack of care and after one week, refused treatment and discharged themselves. They attempted to admit themselves at another hospital and was advised to return to RPH for treatment as they had a specialised Plastic Surgery unit there. My relative reluctantly returned to RPH the following day and presented at ED. They intended to be treated as an outpatient. As a close relative, I encouraged them to call Aishwarya's CARE call (ACC), however, they declined to do so. As a concerned relative, I contacted the ACC at RPH, the details of which I obtained by Searching ACC RPH on the internet. I spoke to a Senior Nurse, Liz, who attentively listen to my account of what had happened and concerns.

Liz immediately checked whether the patient was an inpatient and noted that they had been an inpatient and had discharged themselves. However, she noticed that my relative had just presented at the RPH ED again and was waiting to be triaged. She indicated that she would go to speak to them personally and try to persuade them that it would be in their best interests to be readmitted to RPH, as the consequences of non admission could result in the possible serious infection and ultimately the risk if losing the use of their hand. Being a difficult patient, my relative initially refused to cooperate, however, I believe much to the persistence and communication skills of Liz, my relative expressed their concerns about the lack of care which they allege occurred during their initial admission and that they missed their pet dogs in Safety Bay, where they live. Liz was successful in liaising with my relative's treating team and negotiated for some Day Leave to be granted for them to visit their pets, between major treatment procedures, where possible. My relative was extremely grateful that someone cared enough to listen to their concerns and was extremely cooperative from then on. They were also compliant with treatment, including having their regular medication for their mental health condition when they required them.

Liz called me back after her conversation with my relative and provided me with a detailed account of what she was able to achieve. She encouraged me to advise my relative's parents that if they had any questions or concerns, that they would be able to contact her or her replacement at the ACC line at any time. This was most helpful, as the parents of the patient were very worried about their state of health. They were able to be provided with an update on a regular basis.

This experience with Aishwarysa's CARE Call has resulted in a most positive outcome for all concerned in my opinion. I would like to convey my sincere appreciation to Liz, who was on duty at the time for her exceptional level of professionalism and compassion and for her excellent communication and negotiation skills with both the patient and the multi-disciplinary treating team for an excellent outcome.

Kind regards,

januaryxt55