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My friend's mental health

Posted By oblivion

"My friend's mental health"

About: Royal Perth Hospital / Emergency Department

(as a friend),

My friend and I presented to the emergency department as they had been experiencing a prolonged schizophrenic episode which was raising concern for their personal safety.

We arrived after midnight and were told that due to my friend being intoxicated (my friend felt that they needed to drink in order to calm their nerves enough to get to the e.d) they would not perform a mental health assessment on them. The doctor was nice enough and told us they could either stay and wait for 6-8hrs / until my friend was sober before being seen by the Mental Health team, or they could go home and sleep instead.

We presented again the following night in order to finally get some assistance as they desperately want to get better, and were made to wait around 4 hours to be seen by e.d staff. My friend was taken back for half an hour and was made to wait most of that time. They were made to come back out and sit in e.d for 15 minutes and was then seen by the Mental Health team. My friend was in the room with the Mental Health team for all of 7 minutes (I was keeping a friend updated so I believe I know this to be a fact). My friend was then discharged.

My friend was not asked by the doctor to explain why they had presented themself to e.d. They weren't even asked if they were a threat to themself / others (a standard question which is I believe is always expected to be asked). We presented as my friend was a threat to themself (self harm) and was extremely distressed due to the hallucinations they were experiencing. It seems to me my friend was brushed off due to the fact they drink (which they do as it is the only thing they find assists with reducing the severity of their hallucinations). My friend was simply told to drink less and was sent on their way. My friend was confused as to whether or not they were even discharged as it wasn’t made clear to them. I had to go to the e.d nurses to ask whether or not my friend was discharged. I spoke to the nurses and said I had genuine concerns for their personal safety. The nurses did as much as they could, and were helpful and understanding of my concern. But in the end it was only possible for my friend to be added back into the system and then wait for an e.d doctor to be available to see them again. Which would have resulted in more waiting around and emotional distress.

I feel absolutely appalled. I requested to talk to the people above the Mental Health team that saw my friend but no one was available. I asked to speak to them directly to express my concerns but the nurses said that upon speaking to the Mental Health team, they would not see either of us again.

I feel the sheer disregard shown towards my friend and the apparent inability for the Mental Health team to take any form of responsibility for what I believe was insufficient care towards my friend is something neither of us will ever forget.

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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group 9 months ago
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 10/07/2023 at 9:27 AM
Published on Care Opinion at 9:27 AM

picture of Ben Noteboom

Dear oblivion,

Thank you for sharing your detailed story on Care Opinion. I was sorry to read of your friend’s deteriorating health, requiring presentation to the Royal Perth Hospital Emergency Department (RPH ED).

Attending the ED can be a very stressful time for all involved and it was disappointing to hear that you felt your friend was ‘brushed off’ and left the hospital ‘confused’ about their discharge. Listening to, informing and involving patients on every part of their care while in hospital is an important aspect of patient-centred care. The type of experience that you describe is not the level of service we aim to provide at the Royal Perth Bentley Group and I would like to convey my sincere apologies to you both.

It is difficult for me to comment further without knowing your friend’s details and whilst we respect a patient’s right to remain anonymous, I encourage your friend to contact the Consumer Engagement Unit (CEU) on 9224 1637 from 8am to 4pm Monday to Friday or email: RPBG.Feedback@health.wa.gov.au so that we may look into and respond to their particular circumstances more fully.

I am deeply sorry to hear of your friend’s experience and truly hope they are receiving the support they need.

Thank you for letting us know of your experience so that we can learn and improve the care we deliver to our patients and the community.

Kind Regards

Ben Noteboom

A/Executive Director

Royal Perth Bentley Group

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Update posted by oblivion (a friend)

Thank you for your prompt response,

I have already contacted your CEU regarding this matter and was told that as my friend does not wish to be contacted regarding this matter as they are trying to keep themselves afloat, your team will not launch an investigation and that the information I have provided will simply be given as 'feedback'. This, in my eyes, is thoroughly unacceptable as I feel no one is being held accountable for this severe lack of care and assistance.

I believe more needs to be done on the part of the hospital to ensure these things do not continue to occur. I feel this is all around disappointing.

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group 9 months ago
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 17/07/2023 at 2:37 PM
Published on Care Opinion at 3:16 PM

picture of Ben Noteboom

Dear Oblivion

I am sorry to read that you are still feeling disappointed since contacting the Consumer Engagement Unit (CEU) at Royal Perth Hospital. I appreciate that your friend does not wish to proceed with the complaint process as they are understandably taking care of their immediate health issues.

It is very difficult to conduct thorough investigations without patient details and regrettably this means that the Royal Perth Bentley Group (RPBG) are unable to provide you or your friend with a meaningful outcome. If your friend decides they would like to have their experience at RPH looked into in the future, they are welcome to contact the CEU any time. There is also the option for your friend to give consent to the hospital to share their information with yourself in the pursuit of a complaint on their behalf.

I would like to reassure you that we take all feedback very seriously. The issues you highlighted and raised with the CEU have been shared with senior members of the Mental Health Division and Emergency Department, and they have conducted investigations into the concerns as far as possible with the information available. The learnings from feedback such as yours are invaluable in helping us to continuously improve our services, and help us to ensure that we provide safe and high quality care to our community.

I wish your friend all the best.

Kind regards

Ben Noteboom

A/Executive Director

Royal Perth Bentley Group

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