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Lack of patient and next of kin engagement

Posted By Consumerengagement

"Lack of patient and next of kin engagement"

About: Royal Perth Hospital

(as a relative),

My adult child was flown into RPH via RFDS. A condition serious enough to require a Ketamine infusion, 3 units of blood, potassium infusion, tds IV antibiotics and a length of stay over 1 week in length. We are a health literate family which also includes one Doctor and Nursing and midwifery manager. At no stage was my child fully aware as to what was happening with their care, at no stage were we offered a family conversation to be able to understand what was happening with their care. After a week their partner, a young Doctor was made to feel that they were being really annoying trying to find out what plans there were for discharge. Having a family member at the mercy of a surgical team is quite an unpleasant experience.

The registrar in the team has been the only one to have a conversation with our child re their care. Unfortunately he must be on leave as we have not had these conversations. RPH has clearly been through accreditation. Was the NSQHS Standard consumer engagement only paid lip service or was it not met. I would like to have access to a consumer feedback audit re the engagement of the surgical team and patients under their care.

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 12 months ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 17/04/2023 at 1:20 PM
Published on Care Opinion at 4:53 PM

picture of Lesley Bennett

Dear Consumerengagement

I was deeply sorry to read of your child’s very serious health condition, requiring transfer by the Royal Flying Doctor Service to Royal Perth Hospital. It is a worrying and stressful time as a parent, further intensified by the distance travelled. It was therefore, disheartening to learn that your family were not provided with the clarity and assurance you needed during their time in hospital, and I would like to acknowledge the significant frustration and distress this caused.

It is difficult for me to comment further without knowing your child’s details, and I would encourage you or your child to contact the Consumer Engagement Unit on 9224 1637 from 8am to 4pm Monday to Friday or email: RPBG.Feedback@health.wa.gov.au so that they may look into this further. This is not the level of family-centred care we aim to provide from the Royal Perth Bentley Group and I would like to convey my heartfelt apology for your experience.

Thank you for sharing your story on Care Opinion so that we can learn and improve the care we deliver to our patients and the community.

I wish your child all the best in their recovery.

Kind regards

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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