"Mix up with appointment has caused distress"

About: Integrated Team Care (Brisbane North PHN) IUIH (Brisbane North PHN)

(as the patient),

I am very disappointed about the way I was treated by a staff member employed by Indigenous Health.

I have attended the Asthma clinic at Robina, my first visit went really good. However after that it seemed to go down hill.

I saw a staff member in around June, I was told this was going to happen and that was going to happen but nothing happened.

So I tried to ring this person, received no call back. I was then told I was to have a meeting early with the team - early August. On this day there was a meeting at Kalwun about dementia and and as my husband is suffering with this complaint and I felt I needed to learn more so I put my name down to attend, and texted and asked if I could have my appointment in the afternoon. It seemed this text was ignored and a few days later I received a letter from Mungulli to say I had an appointment at 8. 30 on this day.

As I am elderly I feel I deserve to be treated like a human being, by one of my own people. Not like a 6 year old.

I have never done anything like this before, however, I have never been treated like this before by a member of the Indigenous staff of Queensland Health. Had they explained to me how things worked I may not have been so upset. Also as a Community elder I feel we all deserve respect and should be called Aunty for all the work we do within the Communities and without us and our fighting for all these things like education, health and housing, over many, many years we would not be where we are now.

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Responses

Response from Metro North Brisbane Medicare Local We are preparing to make a change

Dear Aunty,

As a Care Coordination and Supplementary Services patient we appreciate your feedback on the system in which we work and refer into. We are sorry that your experience has not been satisfactory and you were not treated with the respect that you deserve as an Aunty in the community. We will notify the Robina Asthma Clinic of your concerns and hopefully your next experience will be better.

Thank you for taking the time to provide this feedback as this will assist to improve the quality of services provided.

Kind Regards,

Metro North Brisbane Medicare Local.

Response from Metro North Brisbane Medicare Local

Dear Aunty,

We would like to thank you for bringing your concerns to our attention. We regret your experience and would like to prevent such experiences in the future.

Our concern about the chronic health conditions faced by our Aboriginal and Torres Strait Islander Community led us to develop Mungulli Program. The service has resulted in an increase in the Community’s access to chronic care services.

Our priority has been to provide a culturally safe environment for our clients to gain best health. Team training has included participation in the local cultural practice workshops. We have held consultation meetings specifically to keep our Elders informed about our service and to seek their advice. It has therefore been disappointing to us to learn of your experience.

We apologise that a text message was missed.

If you have further concerns, we would encourage you to contact our Patient Liaison Officer via phone (07) 5687 2048.

Please be assured that we will continue to seek the guidance of our Aboriginal and Torres Strait Islander staff and community to deliver culturally capable services.

With our deepest respect.

Mungulli Program.

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