"My hospital experience"

About: Sale Hospital

(as the patient),

I recently attended Sale Hospital for a leg injury. The staff were all very caring. The nurses were very, very good, and they always ensured that my pain was managed.

I ended up having an X-ray and an ultrasound to find out what damage was done. The doctor came in to share with me the results and explained that I would need to remain grounded for some time in order for it to heal. This is proving a bit frustrating given that I can’t move around much now that I am back at home, although I understand that it has to be done to give my leg time to heal. Thankfully I receive help in the home, which is especially good while I am recovering.

There was really only two small things that I noticed could be improved. The first is that while on the ward, I shared a room with another person, and they always left their light on at all times, including through the night. It was like there was sunshine at all hours of the day, making it nearly impossible to get sleep at night. Nurses would come in and wake me to do observations three times throughout the night, which I understood and was grateful for, but when paired with the light it meant that I didn’t get much sleep at all. I am not sure what their reason for having their light on all day was, and none of the staff could tell me, but this is something that perhaps could be looked at.

The other small thing was in regards to the food. Overall the meals were quite good, but I found that often I didn’t get the things that I marked off on my meal order.

I am back home now, which is great, and overall my experience was a very caring one. It is just a few little things that could be improved to make the experience better.

Responses

Response from Tracy McConnell-Henry, General Manager Clinical Operations, Central Gippsland Health

picture of Tracy McConnell-Henry

Dear corvusnz65

My name is Tracy and I am the General Manager of Clinical Operations and I am very pleased to be responding to your story. You will also be hearing from our Food Services Manager, who I am sure will be pleased to tell you about some changes his service is working on.

I would like to sincerely thank you for taking the time to tell us your story. It is from reading our patients' stories that we are encouraged and supported to make improvements to care and the services we provide.

I am so glad to hear that you found that nurses and doctors were very caring, particularly in regards to ensuring your pain was well controlled and that you received adequate explanations. As a health service we strive to place the person at the centre of our care. Therefore I am sorry to hear that you were not able to get much rest whilst in hospital. As you noted, observations are an important part of providing optimal patient care, however I apologize that we weren’t more thoughtful in terms of timings. In hearing from you how difficult you found sleeping in hospital, particularly with lights continually on, you have offered us a stark reminder of the importance of checking in with our patients, and asking rather than making any assumptions, to ensure we are doing everything possible to make our patients stay as comfortable as can be.

I will be very happy to pass your feedback onto the ward staff. We are very grateful for your kind and constructive comments as such feedback motivates us to strive towards providing the best care possible.

I am so pleased to hear that you are now home. Whilst it sounds like your recovery is well under well, I appreciate it can, at times, be a frustrating period. It’s great to hear that you have help at home; if there is anything more we can do to assist your recovery, please feel free to make contact with me at tracy.mcConnell-henry@cghs.com.au or by phone on 03 5143 8319.

Kind regards

Tracy

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Response from Mark Brennan, Food Service Production Manager, Central Gippsland Health

picture of Mark Brennan

Dear corvusnz65

I am very sorry to hear that your menu selections were not delivered to you accurately during your time at Central Gippsland Health. Menu accuracy is extremely important to us and unfortunately on this occasion we have let you down.

I would like to assure you that we take your feedback seriously and I am currently working with my team on a project to undertake the redevelopment of the menu distribution and ordering system. This system will provide an integrated menu that will support dietary and allergy information to ensure all patients receive the right service at the right time. Additionally as a result of your feedback we will be implementing a new process to ensure any substituted items will be communicated directly to the patient where possible.

Thank you again for taking the time to tell us your story.

If you would like to discuss this matter further please don’t hesitate to contact me on 03 51438668 or on mark.brennan@cghs.com.au

Kind Regards

Mark

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