"An amazing team at Sir Charles Gairdner Hospital."

About: Sir Charles Gairdner Hospital

(as the patient),

I attended Sir Charles Gairdner Hospital (SCGH) for a hip operation. I would like to say how wonderful my experience was. When I arrived in the Short Stay Unit (SSU) I was quite anxious about the operation ahead. Immediately I felt reassured by the friendliness of the reception staff- especially Lucy. I’d also like to make special mention of Hannah, the nurse who looked after me in SSU. She was gentle and kind and very good at explaining everything that was going to happen. 

When I was taken to the anaesthetic room I immediately relaxed as all the anaesthetic staff I saw made me feel comfortable and safe. They were wonderful. 

My operation was a success- thanks to the Dr Milne and all the theater staff that day. 

Unfortunately I suffered terrible pain in recovery. The nurses Linda and Ashleigh took excellent care of me when I was scared and vulnerable. My husband said they explained the situation well when they phoned him and recommended that he didn’t bring my children in to see me that day as I was in too much pain. 

When I was moved to ward G53 the nursing care I received was second to none. I’d like to specifically name Kristy, SJ, Kaluba, Mercy, David and Kate. They took such good care of me. They were patient, empathetic and kind when I was weak, vulnerable and in great discomfort. And they made me laugh and kept my spirits up. 

I would also like to acknowledge the Acute Pain Team. Their expertise were wonderful, they worked hard to keep me comfortable. They took time to answer all my questions and made me part of the decision making process- especially Jill. She is simply wonderful- so caring and compassionate. It was a shame that there was different doctors seeing me each day- I think continuity in this area would have been beneficial. But overall I felt I was at the centre of my care and good decisions were made.

And finally I’d like to thank the patient support services team. This hard working team are the most friendly, accommodating and considerate people you could wish for in a hospital. They always greeted me with a smile and took time to check in with me. I stayed for so long that I they knew my ‘usual’ drink preferences at different times of the day. But what made the biggest difference to me was that they let me have my hot drinks in a mug that my children had bought in for me. They showed true human kindness by taking the extra time to wash it out and fill it with my drink. I was really touched that they went to the extra effort to do this, it sounds silly but it made such a difference to my comfort and happiness during my stay to have my tea in my mug from my children. 

I would be most grateful if my feedback could be passed on to the individuals and teams I have mentioned. I think they all deserve recognition. And the their managers should also be made aware of what excellent work they are doing. 

I also have two negative experiences I would like to feedback on: 

Firstly I think it’s a matter of urgency that the bathrooms of room 16 ward G53 are reviewed. Of note:

-There are not enough grab rails by the toilet or shower

- The floor is a terrible slip hazard, particularly for people using crutches using the shower

- The commodes are not cleaned between patient use

- It is ridiculous having the doors opening outwards. It is extremely difficult and unsafe to use these doors with a Zimmer frame or crutches. 

I’d really like to see these bathrooms adjusted to be safer and easier to move around in - especially as there are so many patients using it who have mobility issues. 

And finally I’d like to express my horror with being moved into an alcove in the main corridor in the middle of the night. I was under the influence of strong painkillers that made me drowsy and was woken up and told I was moving to accommodate someone who needed my bed space. I was not given a choice. I felt out of control and like I no longer mattered. I appreciate that there was someone who had a spinal injury needed a bedspace. And I understand that I was the lowest acuity on the ward at that time. But I believe that nobody should be put in the corridor in the middle of the night or otherwise. I felt exposed and vulnerable with everyone busily hustling past me. It was noisy and stressful. I felt like I was in the way, an inconvenience. There was no privacy when the medical team and pain team came to review me. Anyone in the corridor heard my business. I felt exposed, vulnerable and naked. The nurses were kind and empathetic; said they hated having to use the alcove but that the hospital was full. It shouldn’t get to that point. Nobody should have to be cared for in a corridor in a hospital. It is unacceptable. 

Apart from the night and morning in the corridor and the unsafe bathroom I was very happy with my care at SCGH. I would recommend it to friends and family and I will return again to have my other hip operated on. Congratulations to the amazing teams and individuals mentioned for providing excellent care. 


Response from Janet Zagari, A/Executive Director, Sir Charles Gairdner Osborne Park Health Care Group

picture of Janet Zagari

Dear Bee,

Thank you for taking the time to share your appreciation of all the staff involved in your care during your time at Sir Charles Gairdner Hospital. We aim to treat all patients with kindness, respect and dignity and your feedback is valued by us all. I will share your compliment with all the teams you have mentioned and ask that the individuals named by you are notified that their care and attention was appreciated.

I am sorry to hear that there were aspects of your stay that were not as positive and have provided your feedback regarding the bathroom in room 16 to the CNS so that a review of the area can be undertaken to identify areas for improvement.

Please accept my sincere apologies that you felt exposed and vulnerable when you were moved into the alcove during the night. It must have been very stressful for you and not an experience that anyone here would want you to have had; unfortunately at times this does occur due to the need provide a bed for newly admitted patients. Please be assured that every effort is made to reduce the likelihood of this happening and it is good to know that the nursing staff did their best to make a difficult situation more bearable.

Once again my thanks for providing such positive feedback about the team here at Sir Charles Gairdner Hospital.

Kind regards,

Janet Zagari

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