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Disappointing, unacceptable experience

Posted By sculptorqd88

"Disappointing, unacceptable experience"

About: Fiona Stanley Hospital / Emergency Department

(as the patient),

I presented to FSH a few months ago via ambulance with a severe migraine. I was in the emergency department for a couple of hours, from there I was moved to the AECC where a nurse told me I needed to sit in a chair while I waited for a bed, I begged them not to sit up but I felt no one listened and they helped me into the chair. Not long after that I lost consciousness and hit the floor head first.

I have yet to be told how long I lost consciousness for (long enough for the MET team to attend) and neither myself or my partner were told about potential concussion. As a result my GP has treated my concussion.

I did put a complaint in with the hospital and after waiting over 40 working days for a response and all I received was their account of the incident which I believe was not all together factual. At no time has anyone from FSH contacted me which I find less than satisfactory and down right rude. I left the hospital in a worse condition than I entered with, I have lost time and money from my job and it seems no one from FSH or the health cares.

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Responses

Response from Kellie Blyth, Executive Director, Peel Health Campus, South Metropolitan Health Service 2 years ago
Kellie Blyth
Executive Director, Peel Health Campus,
South Metropolitan Health Service

Submitted on 30/09/2022 at 2:37 PM
Published on Care Opinion Australia at 2:37 PM

picture of Kellie Blyth

Dear sculptorqd88,

Thank you for taking the time to provide your feedback, your disappointment is clear in your story and understandable.

I am very sorry to hear of your experience in AECC, your fall and of your dissatisfaction with the complaint process. I realise that it must have been difficult to wait such an extended period to receive a response regarding your complaint and again I apologise. Unfortunately due to the high COVID transmission we were experiencing at the time, there were significant delays in the complaint investigation process as a result of so many staff being furloughed. We have been working hard to return to our usual timeframes to investigate and respond to complaints.

I am very concerned to read of the issues you raised regarding the response we provided, please be assured I take these very seriously. I encourage you to please make contact with the Patient and Family Liaison service on 6152 4013. Patient and Family Liaison are also able to facilitate a meeting with a senior ED clinician to provide you an opportunity to discuss your experience in person and work with you to resolve your specific concerns.

I sincerely apologise once again that you did not feel you were listened to during your experience.

I hope that you have recovered and are feeling much better.

We look forward to hearing from you in the near future.

Kind regards,

Kellie Blyth

Executive Director
Fiona Stanley Fremantle Hospitals Group

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by sculptorqd88 (the patient)

Dear Kelly,

Thankyou for taking the time to respond to me. Given your concern it would be appreciated if you along with a senior clinician met with me to actually hear my story as your website references that the patient and family liaison service “is here to listen and help” yet no one has actually spoken to me in all this time, the only people that have had the opportunity to be heard is the people involved from the hospital. During this meeting I would like to know the hospitals policy about consent and the medical guidelines for concussion, to name just a few things.

Please let me know how I arrange this meeting with you and who the most appropriate senior clinician is that will be joining us.

Kind Regards,

sculptorqd88

Response from Kellie Blyth, Executive Director, Peel Health Campus, South Metropolitan Health Service 2 years ago
Kellie Blyth
Executive Director, Peel Health Campus,
South Metropolitan Health Service

Submitted on 13/10/2022 at 3:45 PM
Published on Care Opinion Australia at 3:48 PM

picture of Kellie Blyth

Dear sculptorqd88,

Thank you for your response. I look forward to meeting with you, together with the clinical team, soon.

Kind regards,

Kellie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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