"Complaint regarding how we were treated"

Our parent was admitted into Ward 2 through ED via ambulance admission. They were examined and transferred to Ward 2 as a palliative patient.

The family, local Busselton residents with whom my parent lives, were told by a nurse on duty who was very compassionate and kind, that under the circumstances, we would be entitled to virtually unlimited visiting. We understood this had been put on my parent’s file however we have since discovered this was not the case.

My parent’s child, flew in from overseas, and their other child, flew in from interstate to be with their parent at this difficult and sad time. They both had very limited time in WA.

Recently, these two relatives attempted to visit their parent. They approached the ED department as required where they spoke to a nurse who was walking through the reception area at the time, as there was no one at the triage desk.

They requested access to the ward but the nurse told them visiting hours were over. My relatives tried to explain that they had previously visited their parent late on the night they arrived from overseas and that that they had been granted a special concession for additional visiting hours. I recall the nurse responded, I don't care who you are! (and.... you are not going up to the ward or something to that effect).

I believe the nurse didn't check with the ward, they simply denied them access to their parent. They were so upset, they did not take the nurse’s name.

This incident was extremely distressing to my relatives and to the Busselton family members (who were not present at the time, but had to hear about this on their return home). My relative only has a very short time in Australia (having travelled from overseas urgently) and my other relative also only had four - five days in WA. That they were treated this way I feel is embarrassing to us as local family members, Australian's and local Busseltonians. I felt the nurse was rude and it is just not ok to speak to anyone like that, let alone a family experiencing grief.

Additionally, my relatives were attending their parent to feed them as they were unable to feed themselves and we were trialling my parent taking puree feeds rather than using an NG tube for nutritional management in accordance with their Advanced Health Directive. On this occasion, it seems the patient therefore missed their evening feed.

My relatives cannot get back the time they have missed with their parent due to this nurse's attitude and apparent inhumanity. They have felt restricted to visiting hours only and although they did visit from mid-morning most days, they would have liked to have been there earlier and stayed longer, but felt uncomfortable 'pushing the boundaries'.

What we would like, based off our experience:

1. We'd like the incident investigated so that the nurse has opportunity to defend their actions.

2. The family would appreciate an apology, especially directed towards my relatives.

3. We'd like the nurse to receive appropriate counselling and additional training in human relations, particularly the need for compassion associated with grief and trauma.

4. We'd like the nurse to be assessed for healthcare worker compassion fatigue and assisted to access appropriate supports if required.

5. In future, if a family are told they have additional visitation rights - for this to be very clearly marked on the patient's hospital records and the family members, each, to be given some sort of verification to present if necessary. (Perhaps a special lanyard for this purpose with patient details on one side, or a note from the attending Dr?)

6. We would like some kind of written authority to ensure family members will not face issues with visitation rights for the remainder of my parent’s life.

Thank you for taking the time to read this complaint.