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Care Opinion

MS treatment

Posted By plusgw46

"MS treatment"

About: Wonthaggi Hospital

(as the patient),

I attended Bass Coast Hospital for my 4-6 weekly MS treatment. I have been attending this hospital for the same treatment for approximately 2 years.

Recently, I believe I was refused treatment for not wearing a N95 mask. 

I have a medial exception but wear surgery mask as I cannot wear a N95 mask. Completed a Rapid test on arrival - negative result

Still was refused treatment.

I felt like I was being bullied, harassed and in a unsafe environment for me to be in, I felt like I had no choice but to leave.

Even on the Bass Coast web site I recall it states:

My Rights

What this means

Access

I have a right to health care.

I can access services to address my healthcare needs.

Safety

I have a right to receive safe and high quality care.

I receive safe and high quality health services, provided with professional care, skill and competence.

Respect

I have a right to be shown respect, dignity and consideration.

The care provided shows respect to me and my culture, beliefs, values and personal characteristics.

I can’t believe that a public hospital can seemingly refuse treatment. Where is there duty of care

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Responses

Response from Jan Child, CEO, Bass Coast Health 16 months ago
Jan Child
CEO,
Bass Coast Health

Submitted on 26/12/2022 at 7:59 AM
Published on Care Opinion on 27/12/2022 at 10:44 AM

picture of Jan Child

Dear plusgw46,

Please correct me if I am wrong ...... I think you and I spoke on the phone on Saturday 10th, not too long ago after you text me? I haven't received any other feedback similar so I will respond as though my assumption is correct.

As I discussed on the phone, I have undertaken an investigation, and the complaint is still being actively managed. I mentioned at the time that it may take several weeks, particularly with staff leave and Xmas, but I will get back to you with the outcome of my investigation as soon as internal processes conclude.

What I can confidently say thus far, from speaking to witnesses, is that you were not refused treatment, but I accept that the staff member involved did not respond to you in a manner that is in line with our expectations. I apologised to you on the phone for the manner with which you were spoken to, and I once again apologise now. Even if there are difficult interactions with our consumers, who also have responsibilities about their behaviours, I expect our staff to be calm, measured, and compassionate, and I heard clearly from you that this was not the case in this instance. I can assure you, as I did on the phone, this interaction is being appropriately investigated and managed.

If by chance I am mistaken, please call me on 0472846355 so that I can understand your circumstances.

Kind Regards,

Jan

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