"Poor treatment from one nurse"

About: Wonthaggi Hospital

(as the patient),

The staff in the ED and Short Stay unit were excellent and caring.

In Short Stay all good until the morning a nurse came on shift, taking over from the night staff. I was okay to go home, so needed the stickers and cannula removed.

I had obviously had open heart surgery, twice actually, so I believe any other nurse would have taken this into consideration, but no, they were ripped off painfully, in the area of operation. The cannula tape wasn't easy to remove, so the cannula was hurting. I put my finger on that area, thinking to help to hold it in place, I believe this would be accepted any other time, but my hand was pushed away, and they continued to remove tape around the cannula. When it was removed they didn't put the pressure circle on quickly and blood was flowing. On the left, blood was pouring over my clothes and hospital robe on the bed, so a gauze was stuck on. Before I left it needed to be attended to again; I am on blood thinners.

They had an unpleasant attitude, I have not idea why; I always get along with hospital staff.

They should not treat patients this unfeeling way, we are in their hands.

Responses

Response from Jan Child, CEO, Bass Coast Health

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Dear izarhm44,

I am so very sorry that you had this experience. It is not in keeping with our expectations. I would be very keen to talk to you directly to get some more details from you so that I can follow up with the staff member involved. Could you possibly ring me anytime today on 0472846355? I very much appreciate you taking the time to post your feedback. It’s very important to us that we promptly address behaviour that is not in keeping with our values. I look forward to speaking with you.

Kind regards,

Jan

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Response from Jan Child, CEO, Bass Coast Health

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Dear izarhm44,

Thank you for contacting me by telephone to discuss your experience. I am so sorry that your otherwise positive experience was turned sour by this one interaction with this one particular nurse. As discussed with you on the phone, your experience was not at all in keeping with our expectations so the Acting Nurse Unit Manager and I will meet with this nurse and discuss your feedback. As agreed, I will email you with the outcome of our discussion. Thanks once again for posting, and then contacting me by phone. It is very important that we remedy poor behaviour as soon as it occurs and your timely feedback will help us ensure that others don't share the same experience.

Kind Regards,

Jan

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Response from Jan Child, CEO, Bass Coast Health

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Dear izarhm44,

Thanks for your time today on the phone and once again, thank you for taking the time to provide your feedback. As discussed, we have met with the Nurse involved and whilst I am not able to discuss the detail of our conversation, I am able to pass on the nurses sincere apologies. I can assure you that your feedback was taken very seriously and I am confident that the individual will make significant changes to their approach and their practice. It was very helpful to go through the issues you outlined so clearly and to present your feedback in line with the expectations of the health service's code of conduct and values. I am very pleased that the rest of your interactions with the ED staff were positive. I am sorry that your recovery is going slowly - please don't hesitate to contact me on my mobile if I can be of assistance.

Kind Regards,

Jan

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