"Lack of communication in emergency & care for family at time of death"

My father who has been a patient at John Flynn Private Hospital a few times in emergency generally & covered by DVA (Department of Verterans’ Affairs) normally had good care from ward staff and specialists. Dad passed away in the hospital even though he was generally in good mental health his mobility issues caused a fall at home (still living independently at 97) where he bumped his head at night & was a little panicked by the fall. After two days in hospital he was confined to bed (with alarm) after falling from a chair on return from a walk around with a physio. Early one morning of he was woken for OBs and stated he would have a nap before breakfast. Staff discovered he could not be woken and went into arrest. He was transferred from the ward to ICU. After the ICU team had worked on him with several chemical treatments for maintaining his heart & assisted breathing for 45 mins someone (the ICU doctor) attempted contact of my sister then myself to notify us of the emergency. I live 45 min away my sister as primary contact (on the records) about 25 minutes away. My sister (distressed, as I was) managed to have a moment before Dad's last breath was taken.

This is being raised as the 1st opportunity since the event having dealt with other matters of the Estate as Executor.

I have three complaints regarding the lack of ability of staff to communicate and what process is in place for courtesy to family members in such an event (unaware of what has occurred some 20 min prior).

1. No attempt was made from the ward staff at the hospital to make any contact using the available emergency numbers at or after transfer to ICU.

2. No effort was made by the ICU staff to make contact until it was too late.

3. When calls by a daughter in the USA and a son in Dubai making a morning call coincidentally soon after Dad's passing – in our opinion, they were both treated atrociously by the ICU nursing staff. The daughter was told to contact family after being transferred from the ward and that they couldn't provide any information. The son overheard (having his call transferred from the ward also) a nurse say - How many kids has this guy got? To be told the same - contact your family for an update...

I'd like to know why the information provided on emergency contact information is not used in an emergency, such as Cardiac Arrest or arrhythmia event and why staff should be so uncaring to family of a deceased?

My mother in-law passed away 7 days later at the Logan Hospital and it was a polar opposite experience regarding care, respect and assistance from nursing staff at that facility!