"An unexpected trip to ED"

Dear A concerned daughter,

Thank you so much for taking the time to post your concerns. Infection Control practices are of critical importance to Bass Coast Health and I am very dismayed that your parent was the recipient of poor practice.

We would welcome the opportunity to talk with you directly to fully understand what occurred, and then address the issues with our staff including those involved in your parent's care. We are keen to learn from our mistakes and continually improve our care and practice and the best way for us to do that is to educate and support staff.

I would be very grateful if you would consider calling me on 0472846355. I can assure you that your complaint will remain confidential.

Thank you once again for taking the time and I hope to hear from you.

Kind Regards,

Jan

Dear A concerned daughter,

Thanks for taking the time to speak with me, and then with Dr Garry Wilkes. We sincerely apologise to you, and your parents for the distress caused as a result of your interaction. What you described to us is not in keeping with our expectations, or our values, and we are keen to do what we can to make sure this sort of interaction doesn't occur again. We will make contact with you by phone over the coming weeks to provide you with some further feedback about the actions we have taken. Please be assured that your efforts at the time, and your follow up with us, has been highly valued. I hope your parent is recovering well.

Kind Regards,

Jan