"Patient transfer between city and regional hospital"

Good afternoon, 

Recently, my parent who is in their 80s, was admitted to our local hospital. That evening they were transferred to Fiona Stanley by RFDS. Two days later they had an ERCP procedure. They were looked after in Ward 7B. Full praise to the team in that hospital for the surgery and the nursing care. 

My parent was returned to Albany after a week in hospital at Fiona Stanley Hospital. My parent's partner and carer and I, received phone calls that morning to advise us that my parent would be transported back to Albany via Rex Airlines. I was informed that they were being discharged home to Albany. I am the oldest child, their Next of Kin and someone who needs to be contacted before any operations take place. My parent's partner had returned to Albany, but previous discussion recently, with them and Albany Hospital/Fiona Stanley gave them the impression that my parent would be returned to Albany Hospital after their surgery. My parent's partner didn’t know they were on a commercial flight. They thought RFDS. 

However, the ‘wheels fell off’ this smooth ride home when they were left at the Albany airport unattended for about 2.5 hours. 

My parent arrived at Albany early afternoon, got off the plane and went to the Terminal building. From there no one took any notice of them sitting by themselves. The airport manager told me later that the terminal is unattended after a flight has landed. The Rex Airline staff only see the passengers off the plane. Taxi companies are only collecting passengers that have booked. The cafeteria staff were not even available. Around 3/5 hours later, my parent noticed that the Avis hire car staff had returned and they were going to approach them and ask for them to call. 

Their partner went to hospital in Albany at around mid afternoon and they weren't there. Their partner contacted me and I began a series of calls to try and find out my parent's movements during the day. We thought they might have been delayed leaving Perth. 

Later in the afternoon the relative of my parent's partner, happened to be passing the airport and they called in to check if my parent was there. They found my parent and was able to get them to their home safely. It was just by chance that the relative called their parent around the time they were passing the airport. 

While this particular event had a reasonably happy ending, there was a lot of confusion created for my parent which was beginning to make them anxious, and a lot of mental stress placed on their partner too, because they didn’t know where to start looking for my parent. 

This situation should not occur, and even more so when a patient is elderly. My parent did not have any money, no phone, was not dressed appropriately for the weather and did not really know what would happen next. 

I would like to have the whole situation reviewed by someone in the FSH or the Health or the Patient Transfer Team. I would like the review outcome in writing and I would like to make sure that this situation is not repeated for any patient, young or older. I would also like the two hospitals and the Patient Transfer Team to be informed officially of the incident, so they can review their procedures.