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Care Opinion

My son

Posted By phoenixsn74

"My son"

About: Bass Coast Health Dental Services (Bass Coast Health) Hospital in the Home (Bass Coast Health)

(as a relative),

Early last year my son had a serious operation with sections of his bowel removed. For 2. 5 weeks he was in the ICU at Frankston Hospital in the coming days and months he was cared for by BCH (Bass Coast Health). The home nurses who took care of him were wonderful. Because of all the medication, drips and lack of food his teeth started to deteriorate. He is now left with teeth falling out, in particular at the front of his mouth. I contacted the Dentist, which is part of the Dental Hospital at Wonthaggi, who I found to be completely unsupportive, had no understanding and offered no help. I am extremely appalled by this treatment, he does have a health care card, he is my carer and there is no provision for helping him. I feel all the good work that was done has been undone by this experience.

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Responses

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 10/01/2019 at 8:25 AM
Published on Care Opinion at 11:00 AM

picture of Jan Child

Dear phoenixsn74,

Thank you for taking the time to post your feedback.

I have investigated your feedback with the reception staff and then the Dental Manager. I understand that you called on Thursday 3rd January and spoke to reception to inquire about your own waitlist position and your son's waitlist position. I understand the receptionist informed you about the waitlist status of both you and your son and explained that you were in front of your son. I then understand that you requested to swap your waitlist position with your son and the receptionist advised that this is not possible. We did offer an emergency appointment instead if your son was in pain, but you explained that your son was in ICU in July last year and his teeth deteriorated from then because of medication. I am told that the receptionist advised you that if you could get a letter from your GP outlining this medical history, that it could be passed on to the Senior Dentist for assessment and prioritized for dental treatment as per statewide protocols.

I understand you were unhappy with this advice and asked who makes the rules and the receptionist advised that all public dental clinics follow the guidelines set by Dental Health Services Victoria.

Can I say, I truly understand and commend your strong advocacy for your son and we are happy to review the situation with a letter from your son's GP but we are unable to manipulate the waiting list in the way you have requested. It isn't fair for the others who are a greater clinical priority.

The letter from the GP will help us re prioritise your son based on his changed clinical priority and that is the best way to facilitate quicker care for him. It will also be helpful in understanding your son's complex medical history and assist the dentists in developing their oral health treatment plan.

I am sure you understand that we need to manage the waiting list based on clinical priority, and we would be more than pleased to reassess your son's place on the list with a letter from his GP. We are also able to offer an emergency appointment if your son is in pain.

If you would like to chat with me regarding this, please feel free to call me on 0472 846355.

Kind Regards,

Jan

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Update posted by phoenixsn74 (a relative)

Ok I did not request that my son take my position I merely asked if it could be done! No, son was in ICU in February 2018 not July. I did not ask who makes the rules I asked who the Manager was. He is not in pain at the moment as I did explain - his teeth are literally falling out. Not trying to manipulate anything just trying to get assistance for one of your clients. We will ask my son's doctor for a letter.

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 11/01/2019 at 8:06 AM
Published on Care Opinion at 9:48 AM

picture of Jan Child

Dear phoenixsn74,

Sincere apologies that I didn't quite get that right - I was working off the receptionists notes and statement. Please ask the receptionist when you return with the letter, to put you into contact with Mariana who is our Dental Manager and she will make sure the review occurs promptly. I wish you and your son the best.

Kind Regards,

Jan

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Update posted by phoenixsn74 (a relative)

Thank you Jan, in talking to my son the tooth that fell out was one that was worked on at the Dental Clinic, unfortunately, it is his front tooth! We will see what we can do. BCH was excellent with my son when he came out of hospital with daily care so for that we are thankful.

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 11/01/2019 at 12:27 PM
Published on Care Opinion at 12:53 PM

picture of Jan Child

Excellent - I am pleased we were able to help when he came out of hospital.

Regarding the teeth, I can see on the file that your son's fillings on the front teeth were done in 2013 and 2014 and that whilst they did the fillings to stabilise the dental decay, I don't think we have seen him since 2015. Sadly as you know, a lot can happen in 3-4 years.

We will keep an eye out for the GP letter and we will also make a note to make sure we spend time going over the important role diet and oral hygiene can have in improving your son's oral health. Every little thing will help.

Thanks again for being in touch with us and good on you for being such a wonderful advocate for your son!

Kind Regards, Jan

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Update posted by phoenixsn74 (a relative)

He was on the list to come back, but for some reason we were never contacted until I rang. Same with myself, if I don't get on the phone then we slip by the wayside. 15 years on the Island and we have used this service, but I believe something is lacking when we are not contacted to let us know if we are due. It used to be the case that we were, but not anymore! A simple text would of been fine maybe a chance to check on admin!

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