"Positive experience tainted by poor behaviour of a staff member"

About: Maroondah Hospital / Mental Health Adult Inpatient Units (IPU1 and IPU2)

(as the patient),

I was an inpatient at Maroondah Hospital for a few weeks. Overall my experience was positive and most of the staff members were excellent, especially the day staff. However, there was a particular staff member who completely tainted my whole experience with, what I considered to be, rudeness and a spiteful attitude. In my dealings with this person, they were never willing to help and brushed aside both fairly trivial requests (such as asking for food) and more serious issues (e.g. PRN medications and medical issues). Not only did this leave the needs of patients unattended, but I believe it also created more problems because, considering that this was a mental health facility, I believe many patients reacted very poorly to this person’s manner and would lash out at other staff members that weren't at fault. In my opinion, not many people react well to being treated poorly, but in a place where many people have mood regulation problems, this problem is greatly magnified. I personally have witnessed a couple of incidents and have heard many other patients complain about this person. It's amazing how much the behaviour of only one staff member can change the whole patient experience - if it wasn't for this person I would have rated my overall experience as excellent, but now I would have to rate it as rather disappointing. As they say, one bad apple spoils the barrel.

In my opinion, this staff members' attitude is not fair on neither the patients nor the other staff members that try hard to do their jobs well under difficult circumstances.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear tainted experience

Many thanks for taking the time to provide your balanced feedback on Patient Opinion. I was pleased to read your experience was largely positive and I apologize for the effects this one staff member has had for you and other patients in the unit.

I would welcome the opportunity to seek some further information from you so we can investigate this further, so if you would like to email me privately at david.plunkett@easternhealth.org.au I would truly appreciate it. Of course, I will completely respect your choice if you decide not to make contact.

Wishing you the best of health for the future and again, please accept my sincerest apologies.

Kind regards

David

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