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Care Opinion

Inappropriate Staff Conversations

Posted By camelopardalisje75

"Inappropriate Staff Conversations"

About: Perth Children's Hospital

(as a parent/guardian),

Recently, my child and I had to attend a clinic at PCH. I felt everything went great until I went to get my parking verified at the information desk. 

As I approached the desk there was a volunteer (orange shirt) and the information desk staff member and I could over hear what they were talking about which was regarding the death of a patient and where the coroner would do their investigation and reporting, and that the parents and family would have to go to another hospital across the road. 

I am appalled that this conversation was even taking place. I felt the tone of this conversation was cold and it seemed there was not an ounce of compassion. Confidentiality is a serious thing and I feel this was breached. 

Heaven forbid this was my child I would not want general staff members talking like that. 

My heart breaks for the family who lost their child and I would have hated for them to have to witness the conversation today. 

Please address this with all staff and volunteers as I feel it is such a sensitive subject that shouldn't be happening in a public place. 

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Responses

Response from Tony Dolan, Executive Director PCH and Neonatology, Perth Children’s Hospital 9 months ago
Tony Dolan
Executive Director PCH and Neonatology,
Perth Children’s Hospital

Submitted on 10/08/2023 at 5:19 PM
Published on Care Opinion on 11/08/2023 at 8:55 AM

picture of Tony Dolan

Dear camelopardalisje75,

Thank you for taking the time to share your feedback on Care Opinion about Perth Children’s Hospital (PCH). What you described sounds very distressing, and I can understand your concerns, especially as a parent.

I understand you were concerned about some conversations made by our staff at the information desk. Your feedback has been shared with our volunteers and information desk staff. It is our expectation that staff treat all our families with compassion and respect, as they are our core values at Child and Adolescent Health Service (CAHS). We will continue to reiterate to our staff the importance of maintaining patient confidentiality and being mindful of discussing sensitive issues when in the public area.

We appreciate your feedback on advocating for families going through a difficult phase, and we will revisit our processes to ensure we improve.

Please be assured that your feedback is valued and will be used to reflect on the need for an improvement to our services. Once again, thank you for taking the time to share your experience and for bringing your concerns to my attention.

Yours sincerely,

Tony Dolan
Executive Director
PCH and Neonatology
Child and Adolescent Health Service.

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