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Family Not Being Kept Informed

Posted By FrustratedFamily

"Family Not Being Kept Informed"

About: Kalgoorlie Health Campus / Emergency Department

(as a service user),

A client was taken to Kalgoorlie Regional Hospital via ambulance, family followed and were offering information about their parent, the adult child is their carer and next of kin. They were obviously extremely concerned about their parent as thy were very unwell. The family repeatedly asked for any updates regarding their parent, but were told to sit in the room and wait. This made them feel like they were being told off and that their opinion didn't matter. After an extended period of time the adult child went to ask if there was any update regarding their parent and they were told that their parent was on their way to Perth via RFDS and had left over +/- 90 minutes ago.

The client is of Aboriginal decent and the family feel that they have been disregarded based on the race.

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Responses

Response from Alicia Michalanney, A/Executive Director, Goldfields, WA Country Health Service 3 months ago
Alicia Michalanney
A/Executive Director, Goldfields,
WA Country Health Service

Leader of the teams and services at the Kalgoorlie Health Campus

Submitted on 31/01/2025 at 3:22 PM
Published on Care Opinion Australia at 3:35 PM

picture of Alicia Michalanney

Dear FrustratedFamily,

Firstly, I hope your client is recovering now as it sounds as though they were very unwell. I am so very sorry to hear about your client’s famiy's experience and that they felt frustrated and excluded from the decision-making process and were not clearly communicated with and involved in the clinical journey leading up to and including the transfer of your parent to another facility.

I would like the chance to speak with you about improvements that could be made by our team members, as well as to be able to speak with the team members involved with the clinical care. If you would be happy to do this, could you please reach out to us on gsecgc@health.wa.gov.au.

Additionally, I will make sure all our staff in the Emergency Department, including visiting staff members, are reminded to reach out to our Aboriginal Staff Member on Call. This service assists our staff and consumers to reach out for advice or cultural support when accessing care.

Kind regards Alicia

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