"On the "other side""

About: Geraldton Hospital / Emergency Department Royal Flying Doctor Service Royal Perth Hospital / Trauma & Reconstructive & Plastic Surgery Services

(as the patient),

I was involved in a serious motor cycle accident and received treatment initially at the Geraldton Hospital, then the Trauma Ward at RPH and Rehab services at Geraldton Hospital. The staff in E. D. suffered my bad jokes but made me feel that I was getting "Gold Service" care. I was kept informed about treatment plans and options until I was flown to Perth via RFDS. That also was a very positive experience.

The next five days were spent in the Trauma Ward where I was looked after amazingly well by staff that were "under the pump" most of the time (it appeared to me). From nurses like Katie, Helen and Cheyenne the care was exemplary. Sorry for the extra work I made for you one night Helen but you nursed me patiently, with care and compassion through the worst night of my many years. Towards discharge Fiona the OT was amazing and made sure I was ready to be safely discharged. I think it was Sarah? A Social Worker who also went above and beyond in her efforts to get me home seamlessly.

The Op Theatre experience went well with the legendary Dougie, my surgeon, and I'm told by medical experts he did a wonderful job. Thanks Doug for a job well done on a public holiday.

The rehab service has been equally as positive with Carolyn from OT and Jane from Physio assisting me to get back on track upon my return to Geraldton.

Carrie in the Telehealth Service Geraldton has been amazing with coordinating appointments with the three clinics that have been assisting with my rehab. Carrie has also gone the extra mile by ensuring the necessary X-rays have been downloaded etc. , med certs passed on and has been proactive in ensuring my Telehealth appointments have gone smoothly.

The fact that I have only had to travel 154k to get to my last 11 Telehealth Appointments as opposed to 9240k has assisted me greatly in my rehab journey.

I can't finish without mentioning the enormous "out of work support" the staff at the Day Therapy Unit (DTU) in Geraldton have been to me. The Coordinator Jemimah has been exemplary in the way she has managed my extensive time off and allowed me to concentrate on rest and recovery. Eike and all the other staff have been an amazing support to me. The support from DTU doesn't really come as such a huge surprise as that is how the DTU operates "during work hours"

In conclusion, my frustrations have been too few to mention. After having been involved with such a positive, results and achievement orientated unit as DTU for the last six years, I'm happy to say all the other units involved in my treatment have been of an excellent standard also. After over twenty years in the delivery of Public Services, the Dept. Of Health have provided me with not only the best working environment of my life, but a life saving service that I'm so proud to be a part of.

Responses

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

picture of Michele Young

Dear Motor cycle man,

Thank you for sharing your story on Patient Opinion, it was wonderful to read your high praise of the care you received. I was sorry to hear of your accident, your journey looks as if it has been a long and difficult one and it is great to hear the health team were able to provide a supportive start. The partnership between health services and health transport providers is such an integral component of rural health care. I will take great pleasure in passing your feedback on to all of the individual departments and staff involved in your care.

The team at the Geraldton Hospital Emergency Department do an amazing job and strive to provide gold service care in what can be a challenging environment so I'm sure they really appreciated your jokes even if it they were ‘bad’. The Rehabilitation Team is a group of multi skilled clinicians from various disciplines who are an enthusiastic bunch who are pretty hard to resist with all the encouragement they bring, your feedback will inspire them to continue with the work that they do. I have passed your feedback on to Carolyn, Jane and the management team. Being able to transfer close to home for the rehabilitation stage of your journey can really help with the pressures an illness can cause.

Telehealth is a fantastic service which uses information and communication technology to provide healthcare over a distance. Telehealth connects regional patients to safe, high quality and cost-effective clinical services closer to home. As WA is the largest state in the country with vast distances between regional cities and towns, Telehealth is changing the regional health landscape, enabling more public patients to access specialist outpatient and acute care in their local regional communities. With the aid of high-definition videoconferencing equipment, a clinician can travel 30,000km around the state in one single day without leaving their office. Most importantly, Telehealth delivers huge benefits for patients in country WA. It saves time and money for patients by delivering clinical care closer to home without compromising the safety and quality of health care. Carrie does a great job in coordinating the service and I know she will be chuffed to hear your lovely compliment.

The purpose of the Day Therapy Unit is to empower community based clients to improve and maintain independence, confidence and their ability to perform everyday tasks. It is great to receive feedback like yours as it reinforces that we are achieving what we strive to do. I have passed your lovely comments on to the team with a special mention to Jemimah and Eike. I know that the staff are missing you and want you back on deck as quickly as possible.

Patient Opinion has advised that they have contacted the Royal Flying Doctors Service and Royal Perth Hospital to pass on you positive feedback.

Thanks again for taking the time to write, we really value your feedback as it has allowed us an opportunity to reflect on what we do well. I hope you are continuing on the road to recovery.

Kind regards

Michele

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Update posted by Motor cycle man (the patient)

Hi Michele,

Thanks for your reply to my "other side" story. I guess we both have heard the less positive feedback re our health system but it is good to reflect on how privileged we are to be living in a country such as ours.

I like to tell this little joke to hard working public servants from time to time and hope it brings you a smile...

Why don't Public Servants look out the window in the mornings? Because then there would be nothing to do in the afternoons! 😁

Only one more operation to go and hope to be back into it...

Regards,

Motor cycle man

Response from Aresh Anwar, Executive Director, Royal Perth Bentley Group

picture of Aresh Anwar

Dear Motor cycle man,

Thank you for taking the time to write and reflect so positively on your experience. Your feedback highlights several aspects of the organisation and our staff that are a source of pride, teamwork and collaboration with colleagues in sister organisations.

I will ensure staff receive your positive feedback – it will give them that extra bounce in every step.

I wish you a continued and speedy recovery

Kind regards

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

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