"Level of Care at Royal Perth Hospital"

About: Royal Perth Hospital / Emergency Department

(as a carer),

My husband was recently in Emergency Department on two consecutive nights due to complications from a virus.

I just wanted to compliment the staff on responding to my advocacy efforts for my husband.  

He had been in ED for an hour and a half, but was taken straight through to a bed as he was in severe pain due to a hernia he had developed from coughing.  

When I was taken through after waiting for an hour and a half, he was feeling miserable, didn't have a pillow or a blanket, said he hadn't seen a nurse in ages, was very dry in the mouth, and everyone seemed to be very busy. I asked if he had rung the bell, but he was reluctant to make a wave and he didn't know how to get their attention without drawing a lot of attention from others, which is how it feels when you ring the bell. However, when I was brought through and able to make a contact with nursing staff, they were very responsive to my requests for a blanket, water and a pillow, plus some pain medications, as he had developed a hernia from coughing.

The doctor who came to see him, was extremely caring.  Her obvious empathy for his pain, was very soothing.  Then the nurse, (Pav), who spent time talking to my husband and meeting his physical needs, also demonstrated a great deal of empathy for him.  And lastly, the surgeon (James I think), who came to make the decision about whether he needed surgery, was very professional, took the time to really explain well the options and treatment required.  His steady and gentle approach was greatly appreciated, as he built a great sense of trust.

It just showed me a couple of things that I think the hospital can take away from this visit:- the value of working in partnership with Carers and being responsive to their needs - made a huge difference to my husband's experience and I felt empowered to access what he needed (tissues, cups of water) without censure.

- the value of staff demonstrating empathy and real concern for patients.

- the value of well trained and experienced doctors who are able to clearly outline the medical concerns and treatment options.

Very grateful to the team that cared for my husband,  Thank you!  RPH is my hospital of choice because of it's responsiveness to the need and willingness to fully investigate.

Responses

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

picture of Lesley Bennett

Dear Grateful Wife and Carer,

Thank you for providing us with this detailed feedback. I apologise that your husband wasn’t initially provided with a blanket and pillow or encouraged to ring the call bell. However, I am very happy to hear that after an initial wait, your husband was well cared for and our staff were empathetic and supportive. As you mention, communication with and the empowerment of patients and families are vital to ensuring patients feel safe during what can be a very stressful time.

We are very fortunate to have the staff that we do here at RPH, who possess both excellent clinical skills and demonstrate great care and compassion for our patients. I will ensure that your feedback is passed to the individual staff you mention and also the Head of Department so that we can both learn from this feedback as well as acknowledge the staff who provided the support that you and your husband needed.

Kind regards

Dr Lesley Bennett

Acting Executive Director

Royal Perth Bentley Group

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Update posted by Grateful Wife and Carer (a carer)

Thank you, Dr Bennett.

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