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Care Opinion

Privacy for my parent

Posted By intensityxe63

"Privacy for my parent"

About: Joondalup Health Campus / Emergency Department

(as a relative),

My parent had a fall which resulted in being taken to joondalup health campus by ambulance, was place on a bed in a corridor for around 10 hours.

My parent was in pain so asked on 3 separate occasions for pain relief, it seemed no one returned. 
Also asked for assistance going to the bathroom and was handed a urine bottle and left, after holding on as long as possible I believe my parent had to urinate into a bottle on a bed in a corridor with no sheet or barrier to hospital staff and the public walking past. 

My parent had a broken hip and fractured femur!

They were operated on the following day and had their hip joint replaced. By my parent's account the staff on the ward have been very good. The morning after the operation we arrived to see my parent and they told us they were woken at 3am covered in urine. The catheter bag was full, so much so the urine was coming out the side of the catheter at their genitals. 

There seems to me to be a big divide in communication between staff and also to patients. 

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Responses

Response from Mary Ferrier, Director of Clinical Services, Joondalup Health Campus 9 months ago
Mary Ferrier
Director of Clinical Services,
Joondalup Health Campus

Submitted on 3/08/2023 at 5:31 PM
Published on Care Opinion on 4/08/2023 at 8:47 AM

Dear intensityxe63

I am very sorry to read about your parent’s experience, which must have been very distressing for both of you. I would like to take this opportunity to apologise that we at Joondalup Health Campus did not meet the care needs of your parent during their admission.

I apologise that despite requesting pain relief on three separate occasions, this did not eventuate. It is unacceptable that we were unable to accommodate provision of privacy for your parent whilst they used a urinal. Further, to hear that your parent had to urinate into a bottle, on a bed in a corridor with no sheet or barrier to hospital staff and the public walking past, is distressing. Given your parent’s injury it would not be unexpected that they would be offered the use of a urinal, however the provision of privacy would be expected.

Your parent’s experience does not align with the vision of the hospital, and I sincerely apologise that this was not the case. Your feedback has highlighted to me that staff need to be timelier when responding to requests for pain relief and at all times needs to maintain the dignity and privacy of patients.

Your feedback will be provided to the Clinical Nurse Manager group to look at changes in practice to improve the experience of our patients.

JHC is committed to continuously seeking ways to improve patient outcomes and experiences. If your parent would like us to investigate their concerns further, please contact our Consumer Liaison office on 08 9400 9672 or email consumerliaison.jhc@ramsayhealth.com.au and we will arrange for someone to make contact.

Please accept my sincere best wishes for your parent's continued speedy recovery.

Yours sincerely

Mary Ferrier

Director of Clinical Services

Joondalup Health Campus

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