"Patient confidentiality"

About: Geraldton Hospital

(as a parent/guardian),

My child went in for her pre-op appointment. The file was not ready for the doctor so they send for it. We were then taken into the little room where the doctor began asking questions. The initial conversation started with doctor asking had my child been in hospital previously. Yes for tonsils to be removed. Doc: Oh I am not seeing that in the file.. Doc: so your child has a heart condition... this is news to me.. Doctor starts to look through the files. It is then that I notice on the front of the file a date. I ask the doctor if that is the birth date on the file his response is yes. I then inform him that this in not my child's file as that is not the correct date of birth. So this confidential medical file had information disclosed to me. It also went through 3 peoples hands without being correctly checked.

Responses

Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS - Midwest

picture of Michele Young

Dear Upsetting

Thank you for sharing your experience on Patient Opinion. I am very sorry and equally concerned to read about your experience during your child’s pre-operative appointment at Geraldton Hospital. The issues you have raised are not acceptable and not reflective of the standards WA Country Health Service Midwest strive to maintain.

Our organisation has an obligation to ensure patient's information remains confidential. You can be assured that I will raise this as a priority with the Geraldton Hospital Operations Manager.

We are unable to investigate this specific matter further without additional details, so we would be grateful if you could contact us directly to discuss the issues you have raised. My contact details are michele.young@health.wa.gov.au or 9956 8695 or alternately you can contact the Geraldton Hospital Operations Manager, Jeff Calver Jeffrey.Calver@health.wa.gov.au or 9956 2369. We will of course respect your decision should you choose not to make contact.

WA Country Health Service Midwest values your feedback as it allows us the opportunity to identify areas for improvement.

Thank you for taking the time to write and we look forward to hearing from you.

Kind regards

Michele

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS - Midwest

picture of Michele Young

Dear Upsetting

Thank you for contacting me to further discuss the concerns you have raised. The information you provided will assist us in undertaking a review through the complaints management process. A member of our team with be in touch shortly.

Thanks again for taking the time to share your experience on Patient Opinion and your feedback will allow us the opportunity to see how we can do things better.

Kind regards

Michele

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS - Midwest We have made a change

picture of Michele Young

Dear Upsetting

Just a quick update to let you know that I have heard back from the Coordinator of Surgical and Ambulatory Care who has advised she has spoken to staff to reinforce their obligations with regard to patient confidentiality. Staff have been reminded to ensure they check the three identifiers on patient labels to verify patient identification – name, address and date of birth. This information has been outlined in a letter which has been sent to you.

Once again, I am sorry that this breach occurred and without your feedback we would not have been aware of this issue.

Thanks again for sharing your experience, your feedback has allowed us an opportunity to improve our service.

Kind regards

Michele

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
;