"Always seem to change the rules at Charters Towers Hospital"

About: Charters Towers Hospital The Townsville Hospital

(as the patient),

I was in Townsville Hospital for surgery, and to be honest, I couldn’t fault them. The staff and care I received couldn’t have been better. I was then transferred to Charters Townsville Hospital and it couldn’t be worse. I was transferred in an ambulance, with oxygen, because I found it very difficult to breath. When I got to Charters Towers, I asked the nurse attending if I could get some oxygen and she said that she had nine other patients and I’d have to wait.

Seems to me that people I need to see at Charters Towers Hospital weren’t helping me at all. I was supposed to be there for rehabilitation and they discharged me. There was no follow up at home, to see if everything was ok. I did get a call, three months later, and even then they didn’t come to the house. I was stuck on the toilet for hours, because I couldn’t get up, and only got off it because a mate turned up and helped me. I didn’t get any help from the rehab at Charters Towers Hospital, or any equipment to help me at home. Only a phone call three months later!

And it seems like they change the rules all the time. I keep trying to find out what I had to do, and it changes every time I go up there. Every time I go there, there are different rules. I feel like I have to beg to get some help or to see a specialist. They don’t give any guidelines to what you have to do to get your forms done, and when I asked them about it, they told me they don’t advertise.

I ended up having to go to Townsville Hospital to see my specialist and when I got there I couldn’t breathe so was put in hospital. My carer had come with me and so had to stay overnight. So when I went to get reimbursed for the hotel stay, Charters Towers Hospital travel lady told me I had to have the form signed by the three doctors I saw. So I had to go back to Townsville Hospital to get the form signed, and couldn’t find where to go, after going to three different places, the girl I saw, said to me that the staff at Charters Towers Hospital could have sent the form via fax to Townsville and I shouldn’t have had to make the trip. This isn’t an isolated case. When I saw a doctor, he decided I had to stay overnight, again my carer was there, again they had nowhere else to go so had to stay in a local hotel and again the rules changed about reimbursing me and they said I had to have everything authorised. At the time I don’t know I will have to stay, so how can I get authorisation?

I’m not well and just the thought of going to Charters Towers Hospital upsets me, so I always just say, take me to Townsville Hospital where they seem to care.

Responses

Response from Julie Shepherd, Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate, Townsvillle Hospital and Health Services

Dear No More Forms,

Thank you for sharing your story on Patient Opinion. I am really sorry to hear that you are dissatisfied with the service provided to you by The Charters Towers Hospital Service. I do thank you for your positive comments about The Townsville Hospital but am saddened to read how you feel you did not receive an adequate discharge plan and felt you had to beg to get some help. I sincerely apologise to you that you have had this experience.

Providing us with your feedback is really helpful, as information from our patients helps us to understand where improvements can be made, such as assistance with travel forms as you highlighted for us.

We would like an opportunity to discuss your experience in more detail so that we can explore the issues you have raised. I encourage you to contact staff in our Patient Liaison Service on 44331074 to discuss your concerns further.

With kind regards,

Julie Shepherd

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