"Poor experience"

I was admitted to the Wesley Hospital in Auchenflower with a broken leg. They took me straight to emergency and I was booked into have surgery the following day. At the desk, a staff member (who I felt was very impatient) asked me for the relevant personal details which I gave to them.

The next day, a few hours before I was to have surgery, I was told by an administrative staff member that there were issues with my private health cover. I felt their language was unclear and the conversation led me to believe that I was not covered for surgery at all which was obviously a shock. I felt like the staff member was nervous coming into the room and throughout the conversation. It was not compassionate and it felt like the staff member wanted to get out of the room. I was left not really understanding what they meant and that perhaps they had a superficial understanding of the topic themselves.

Further, the staff member implied that they wouldn't recommend me to stay because I may be left with $7000 to pay if the hospital could not confirm my cover at a later date.

I had no other option but to go to the public hospital as I felt that they were implying that that was what I should do.

I ended up being transferred to a public hospital where my private health fund told me that I was in fact covered for surgery and could go back to the private hospital.

However, it was unbelievably hard to get this organised and in the end i had a total of two weeks in hospital across both institutions. I do believe if I stayed that I wouldn't have been in hospital for 2 weeks.

My experience was disappointing as I felt the person did not explain the facts to me properly, nor what exactly was the hold up with confirming my cover.

I found the experience stressful and the hospital's response condescending when I explained how the situation made me feel.