"Unexpected admission for inflamed gall bladder"

About: Royal Perth Hospital / Stomach, Bowel and Liver Care (Gastroenterology and Hepatology)

(as the patient),

I was transferred to Royal Perth Hospital after, what was supposed to be a routine ultrasound with SKG Radiology. Unfortunately, the gallbladder was significantly inflamed and keyhole surgery was not an option.

First up I would like to compliment the surgeons and doctors I had contact with. At all times they were respectful, professional and provided me with information on not only what they were doing but why. They also addressed concerns I had and I did not feel as though I was being labelled 'non-compliant'.

Compared to a week as an inpatient at another Perth hospital last year where I had a stand-up fight with a doctor about whether I should be consulted before treatment, RPH wins hands down.

Patient-centred care was also displayed by the nursing staff I saw. I found them helpful, knowledgeable and on the whole empathetic. I was also pleased to see that they worked as a team with the doctors. For example, if I had a question they couldn't answer they would respond by following up with the doctor as soon as possible rather than - well you'll just have to wait and ask the doctor - or even worse - well that's what the doctor has/hasn't written in your notes.

I was also impressed at how well the student nurses were encouraged and accepted by the nurses in their work with patients.

The only thing that I would really like to see changed, and this is not RPH specific, is the hospital gowns. They are no doubt highly efficient but they drain away any confidence that a patient has (and the best patient-centred care cannot make up for this). They are embarrassing to wear, you always need to check if they are actually covering all the bits you want covered; especially in mixed wards, they are drab, and they are very uncomfortable to wear!

I want to single out my surgeon, who even stopped by on the day I was discharged, I suspect this is almost unheard of in other hospitals; and Dr Mark who managed my care with competence and empathy.

Responses

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

picture of Aresh Anwar

Dear fornaxfx75,

Thank you for taking the time to share your recent experience at Royal Perth Hospital (RPH).

RPH has been focusing on improving our consumer engagement and involvement with patients and their families and it is pleasing to read such positive feedback as yours.

We encourage all staff at RPH to include patients in their care and to ask questions including as to why we are undertaking certain tests and procedures.

It is also pleasing to read about the patient-centred approach from our nursing staff and the good communication between the doctors and nurses as this is something we have been heavily focusing on.

I will be sharing your feedback with the relevant areas as well as all the staff that attend our regular staff forums so that we can further build on your positive experience.

I would like to apologise for the hospital gowns. Unfortunately these are provided across the majority of the public hospitals in Western Australia as part of a Department of Health contract. You have my commitment however, to explore potential new gowns and I will provide feedback once I have explored the options available.

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

Dr Aresh Anwar

Executive Director

Royal Perth Hospital

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Update posted by fornaxfx75 (the patient)

Having worked in community services for over 30 years I know how easy it is for an organization to express a commitment to person/patient/consumer centred services. I also know that all too often such a commitment is not reflected in the services actually provided.

It appears that you have the right people in the right positions; as well as effective procedures, training and communication strategies to ensure that a patient centred culture is in place at RPH.

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

picture of Lesley Bennett

Dear fornaxfx75,

I’d like to take the opportunity to provide you with an update on the gowns provided at RPBG. We have been in contact with our supplier of linen and have asked them to source alternative options for our patients. In some cases, open backed gowns remain the best option for certain procedures but we are mindful that, when not necessary, more secure gowns are preferred.

Thank you for taking the time to give us your feedback and alert us to your concerns. We remain committed to providing patient centred care.

Dr Lesley Bennett

A/Executive Director

Royal Perth Bentley Group

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