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"Broken system, short term help, incorrect reports, lack of or no communication."

About: Fiona Stanley Hospital / Acute Pain Service, Anaesthesia and Pain Management Department

(as a parent/guardian),

Good morning 

I would like to share my frustration and disappointment on the broken system, incorrect reports, no communication, and lack of resources unless you have money.

My now 18 yr child attended the pain management clinic, during this time every 6mths they would be seen by a pain Doctor (all different on all occasions except once), they then write a report which goes to the GP. These reports are extremely important as they reflect one’s medical conditions and all the steps taken to assist in recovery if possible.

When these reports are continuously incorrect on many levels it creates a huge problem as they cannot be used for evidence, this sadly has happened every time. In my experience, when you try and contact to have them rectified, it is near impossible. The latest report was done from a clinical nurse via a phone appointment which in turn has created many incorrections in the report. I was left with no choice but to lodge a complaint, because as like every other occasion calling the pain clinic has proved ineffective, the phone is never answered, my message is never followed up. I have now just been informed it will take up to 30 days, this does not help my child's situation.

My child also received help from the YCATT team for their deteriorating mental health, due to their long term Chronic pain and Fatigue, this again is only short term then, in my experience, you're left on you’re own struggling again, it really is heartbreaking. My child was engaged with a lovely Psychologist and a challenging Psychiatrist whose opinion was it’s all in their head based on lack of reports and one test, which spiralled their mental state of mind even further down a deep hole.

The YCATT team suspected my child was on the ASD spectrum, but did not have the resources to diagnose. I took it upon myself to find a Psychologist for my child to be assessed, which was a long exhausting process, so they are now provisional diagnosed with ASD level 2 and PTSD. The Psychiatrist at YCATT said they would have a look at the report before they wrote up their own report to come to a conclusion whether or not they agreed for it to be signed off. This has proven to be yet another huge obstacle, as that person is now in another department and I have again had no contact.

We are constantly hitting road blocks. I just want my child to get the support they need, but without the correct evidence and diagnosis they have nothing. 

Can someone please help us, any assistance would be greatly appreciated.

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Responses

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service 10 months ago
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service
Submitted on 21/06/2024 at 5:39 PM
Published on Care Opinion Australia on 24/06/2024 at 8:45 AM


picture of Neil Doverty

Dear earmarkbh35,

I am very sorry to hear of the challenges you and your child have faced in both navigating mental health services in our state as well as with written communication captured following clinic appointments. It's clear from your description that you've encountered numerous difficulties and frustrations throughout your interactions, and I understand how profoundly distressing this must be for you and your child. I have personally followed up with our Pain Clinic Service who provided me with assurance that although they are an extremely busy service with a high number of patients, they do have an answer machine service in place should they not be able to answer, and their team regularly review messages to ensure appropriate responses are provided.

In relation to your concerns regarding editing content provided in clinic letters, this request would need to be facilitated initially via our Patient and Family Liaison Service. I would invite you to contact them on 6152 4013 during business hours or via email at FSHfeedback@health.wa.gov.au

As you have outlined in your story, because your child is over the age of 16 years, consent will be required from the patient to provide authority for us to access their health information and any changes to be applied accordingly.

Please be aware that if the clinician responsible for authoring the letter believes the information to be factual and in line with their assessment, then an application to amend personal information will need to be formally submitted via the WA Freedom of Information Act 1992. This process is designed to protect individuals’ information as well as the requirement for health services to record information accurately of services provided. More information regarding this process can be found at: OIC Home Page or alternately by contacting the FSFHG Freedom of Information Office on (08) 6152 1057 or email FSFHG.FOI@health.wa.gov.au

With respect to review of your child’s ASD diagnosis, this may be conducted when the treating Psychiatrist believes it is in the best interests of the patient. The FSFHG Mental Health Service acknowledges that caring for a child and navigating a range of health services can be stressful and exhausting. If you would like to reach out and provide specific details to our Patient and Family Liaison Service, the mental health team will be able to address the issues you have described.

Once again, I want to assure you that your feedback and frustrations have been heard, and it's essential that your concerns are taken seriously and addressed.

Every person deserves access to high-quality care that is compassionate, comprehensive, and responsive to their unique needs and circumstances.

Kind regards,

Neil Doverty

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Update posted by earmarkbh35 (a parent/guardian)

Good morning

I appreciate you’re response, however as far as the pain clinics answering machine, which by the way I feel it confuses patients as to how it is directed (please call the number yourself and discover the confusion), that being said they have only ever responded once 12 mths ago. I feel the customer service officer is very cold and unsympathetic to one’s needs also.

In reference to the last staff member who wrote my child’s report, they fail to discuss it with my child, and fail to update the clear in-corrections. So what you have suggested I have tried but failed, hence my opinion and frustration. I have however since received a diagnosis from the Psychiatrist after a long persistent wait which. Again I cannot stress enough how much turmoil this has caused my child and myself.

In my opinion, there is no question the system and selective staff members for particular roles need to change.

Thank you

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service 10 months ago
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service
Submitted on 26/06/2024 at 4:53 PM
Published on Care Opinion Australia on 27/06/2024 at 8:40 AM


picture of Neil Doverty

Dear earmarkbh35,

Thank you for your feedback on the Pain service answering machine message. Unfortunately, it is necessary to provide several instructions for leaving messages due to the complexity of the service. We will look at ways of streamlining the current answer machine message with the aim of making it less confusing.

In relation to the mental health service within FSFHG, unfortunately the Service does not provide formal diagnosis or treatment for people with autism. We apologise if this was not explained at the time.

I apologise if you feel the customer service officer is cold and unsympathetic. These values do not align with our commitment to provide the best possible service to all our customers. The customer service officers have been counselled and reminded of the expectations of friendly and courteous behaviour. Feedback such as yours assists us in improving our services and I thank you for bringing your concerns to our attention.

Kind regards,

Neil Doverty

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