"Accessing proper medical updates about my parent"

About: Royal Perth Hospital

(as a relative),

My parent has been at RPH (Royal Perth Hospital). They was sent in an ambulance from their nursing home. I was rung up by doctors when my parent was in Emergency and then in the ACU (Acute Care Unit). I was called in to interpret for my parent when they had a CT scan.   I have been to visit my parent a couple of times when they were in ACU and only managed to get a very brief update from nurses, one telling me I would have to wait until she had had her break. Yesterday a nurse suggested that I pop in in the morning and maybe a doctor might be around then.   I live an hours drive from the city and can not just pop in.   I am also trying to keep my sibling living overseas updated.   This morning I received a long account of all the staffing shortages at the hospital and again that I cannot speak to a doctor.   When I got put through to the nurse I was told that my parent - was fine and that when I ring I should ask to be put through to the doctor. I could then hear the nurse being told that no I couldn't ask to speak to the doctor.   Just a few days ago I was discussing a care plan for my parent in case they deteriorated, this was a very distressing call to have.   And now just a couple of days later I feel I am being fobbed off with a  - they're fine?   I plan to visit my parent again soon, but probably by then there will be no doctors around. I am very upset and frustrated that it's so difficult to access some meaningful information about my parent.

Responses

Response from Lesley Bennett, Executive Director, Royal Perth Bentley Group

picture of Lesley Bennett

Dear Feel very upset,

I apologise for the lack of communication and support you experienced recently at what was undoubtedly a very stressful time for you, your mother and family. This is not the level of care that we strive to deliver. I am aware however that you were contacted by our clinicians and were able to receive an update on the care of your mother and have your questions answered.

Communication with patients and their families and carers is something that we have been working to improve in the hospital and we will use your experience as part of our education, as it highlights the impact our actions have when we do this poorly.

Again, I apologise for our failure to support you at this critical time.

Dr Lesley Bennett

Acting Executive Director

Royal Perth Bentley Group

  • Feel very upset thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Updates, changes and questions related to this story

;