"Poor care of elderly patient."

About: Wantirna Health

(as a relative),

Shocking care for my very elderly father who after just two days in Wantirna Health they lost his false teeth and hearing aid. He was admitted from Box Hill Hospital.

I recently came into visit my father just after lunch only to be told by Dad they lost his hearing aid and false teeth that morning, and that he was hungry as he could hardly eat with no teeth and not had much lunch.

Dad was very upset so I went and spoke to his care nurses. Their reply was, they weren't sure if he had hearing aid and false teeth,they thought he had enough to eat,they looked but found nothing.

Why was I not called first thing in the morning to confirm he had them?

Nurses did not check to see if he could eat lunch without teeth so, an extremely elderly man goes hungry.

Spoke to head nurse and she gave me a number to ring Patient Relations which I did asap, only to be told that I have to wait 6 to 8 weeks for insurance claim to be logged after I supplied quotes to receive money to replace teeth and lost hearing aid.

I asked Patients Relations if they would pay my father up front asap and Eastern Health wait the 8 weeks for insurance money as my very elderly father's health will decline if he can't eat properly.

The reply I got was sorry you have to wait.

I then asked to speak to the person in charge of Patient Relations to arrange a meeting and discuss these matters and other concerns I have had with my father's care.

As of yet, I have not received a call from the head of Patient Relations, rang and asked a number of days ago and I'm still waiting.

My father was in Box Hill Hospital for 2 weeks, never had a problem or lost anything. Gets transferred to Wantirna and within 2 days lost very important valuable items.

When they checked him in nurses did not even list his belongings.

What sort of care is that for a very elderly patient. Then left hungry and told wait 8 weeks for money to replace teeth and hearing aid.

RSPCA gives better service.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear dam

Thank you so much for taking the time to provide your feedback on Patient Opinion. I also understand you have been in discussion with the team in the Centre for Patient Experience at Eastern Health regarding you and your father's experience. I would like to apologise at the outset that it has not been as positive as we all would like.

From time to time unfortunately patient belongings are reported to be missing. Some are able to be located by staff or family members, but unfortunately some are not. Where items are unable to be found, we work together with the patient and their family/carers to submit a claim.

We are eager to work with you to have any claim assessed as quickly as possible. Claim forms have both been sent to you in the post as well made available for collection on the ward and we just need confirmation from you as to the replacement costs. If your father has a current audiologist or dentist, a quick call to them would be able to confirm if a quote can be provided to Eastern Health or if an appointment is required for a new test or fitting/mould, we can assist in arranging for this to occur on the ward. To be able to consider a claim, we do need a guide as the costs involved and each patient needs are different. If you could work with us to provide quotations, we will ensure this is assessed as quickly as possible. Following the assessment of the claim, if Eastern Health is found to have contributed to the loss, payment is made either to the provider (such as dentist, audiologist or optometrist) or where the item has already been paid for and replaced; reimbursement to the patient is arranged.

Our staff on the ward are working to ensure that your father has access to adequate nutrition and that his needs are being met while we wait the submission of the quotes. I appreciate the concern and the inconvenience that this has caused but reassure you we are committed to have this resolved as quickly as possible.

Thanks you again for your feedback as it is through receiving both positive and not so positive that we are able to learn and improve the experience of all who access our services.

Kind regards

David

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