"Surgery for my husband"

About: Royal Perth Hospital

(as a relative),

The surgery itself went very well, however I was concerned that no-one had informed the family that a family member had to be with the patient before he went into surgery. I live 3700 km away from Perth so need considerable notice to get to Perth, and although I have an adult child in Perth my child is working full-time and again needs notice to organise time off. As a result of this lack of communication my husband's surgery we postponed from early in the morning till late in the afternoon, when my child's spouse kindly offered to wait with my husband. It was only good luck that meant the surgery wasn't delayed even more, and I was quite upset at the total lack of communication between the relevant staff and either myself or my child. They did have our phone numbers, so there was no excuse. My husband is in a nursing home as a result of an accident and resulting infection.

The actual medical service provided was excellent.

Responses

Response from Lesley Bennett, Executive Director, Royal Perth Bentley Group We are preparing to make a change

picture of Lesley Bennett

Dear Wife,

Thank you for taking the time to share your experience with Royal Perth Hospital and I sincerely apologise that on this occasion we fell short of your expectations.

Our aim is to always communicate in a timely manner with our patients, carers and their families but I am sorry to say that we don’t always achieve this. Communication, whether that be between our staff or between staff and patients, carers and families is an area we have identified as requiring greater attention and is an area that we are focusing on to try and improve. Your feedback is invaluable in helping our staff to identify shortcomings within our service delivery and to make changes to assist in improving the patient experience.

However, I am pleased that your husband’s surgery went well and the medical service provided was of the high standard the public has come to expect of Royal Perth Hospital.

Once again, thank you for taking the time to share your experience and I wish your husband a speedy recovery.

Sincerely

Dr Lesley Bennett

Director Clinical Services

Royal Perth Bentley Group

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Response from Lesley Bennett, Executive Director, Royal Perth Bentley Group We have made a change

picture of Lesley Bennett

Dear Wife,

I refer to my response below where I assured you that we were focusing on improving communication between staff, patients, carers and their families at our hospital. I am happy to let you know that an important education program has been carried out in the hospital with a focus on empowering the patient experience through better communication. Customer service workshops were delivered throughout the months of May to July this year and we have an ongoing commitment to improving communication between patients, families and staff through the Amazing Nursing Care initiative. Again, thank you for providing us with this important feedback so that we can address these gaps in our service.

King regards

Dr Lesley Bennett

A/Executive Director

Royal Perth Bentley Group

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