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Level of care

Posted By Shuggz

"Level of care"

About: Neami Joondalup

(as the patient),

I had made a complaint about another consumer's racist remark. The staff at Neami took their side and had made excuses for their behaviour. I was told to avoid that person and I did, but they didn't.

I couldn't use any of the communal areas or even eat in the kitchen. The staff I thought I could trust, the nurse, even denied me my medication twice causing me to shake and I didn't sleep for 2 nights without my meds. I feel like I've been treated unfairly and I'm very hurt by this. Now when I hit rock bottom I have nowhere to turn.

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Responses

Response from Care Opinion, Care Opinion Australia 4 years ago
Care Opinion
Care Opinion Australia

Submitted on 30/08/2019 at 2:52 PM
Published on Care Opinion at 2:57 PM

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This response is published by Patient Opinion on behalf of Neami Joondalup

Dear Shuggz,

Thank you for taking the time to share feedback about your experience of our service. It’s not always easy to share these experiences, particularly if you’re already feeling unwell. Please be assured that we take all complaints and feedback seriously and this case is no different. I’m very sorry to hear that your experience of the support received in this case was not a more positive one.

Neami has clear guidelines that help us to ensure we are able to offer the best possible experience of service. As a consumer of Neami services, you have the right to expect high quality, recovery focused and accountable services, and that you’ll be treated with dignity and respect. We are committed to ensuring that all of our services and staff offer a safe space for people regardless of gender, cultural background, language, sexual orientation, gender identity or physical ability. As well as expectations of our staff, we have clear expectations that people accessing our services will respect others and ensure that their communication and behaviour towards others is respectful and free of discrimination. In this case, it sounds like you feel that this wasn’t upheld.

We are reviewing this matter internally, but would appreciate the opportunity to talk with you further so that we can better understand how we can best address your concerns. If you feel comfortable to revisit this with us, we’d appreciate if you would contact our Feedback and Complaints team on feedback@neaminational.org.au or by calling 03 8691 5300.


Warm regards,

Kim Holmes
Neami National, Acting Western Australian State Manager

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