"Neurology"

About: Royal Perth Hospital

(as the patient),

Not sure where to start. I have both good and bad nurses, constantly hungry because I can't eat any of the food and have to look after myself, which is a battle when I'm home with everything I need in here - it is a nightmare. It is hardly ever quiet and nurses yelling down the hall doesn't help. I have incontinence issues, plus a lack of mobility and the loo is what seems like a mile away. Not even close to being comfortable and very little understanding from the staff in general. On the bright side my doctor is doing everything in his powers to find out what is wrong and help me.

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Responses

Response from Aresh Anwar, Executive Director, Royal Perth Bentley Hospital Group We have made a change

picture of Aresh Anwar

Dear Lexus,

Thank you so much for reaching out to let us know about your experience with us. Firstly can I just apologise totally for where we have fallen short in providing you with a more restful or enabling environment. We have been pursuing the concerns you raised. We have had to make some presumptions regarding your ward based on the information you have provided. The ward has been undergoing renovation and we apologise that this has caused some challenges. The ward has now introduced “care rounding” and you may be aware the Nurse Unit Manager has been personally visiting each patient every day to retain focus on high standard of care.

Being left feeling like you describe can be frustrating, so please never hesitate to raise your concerns with the Shift Coordinating Nurse managing the ward, as they are the best placed to help sort out care needs as they arise. If you want to chat to me personally and privately please do contact me on 9224 2219.

It is also reassuring for me to read the positive comments in your experience and I very much thank you for taking this time.

With kind regards

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

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Update posted by Lexus (the patient)

Thank you, Dr Anwar for your kind words and offer of talking further but unfortunately, I can not talk on the phone I find it very hard to be understood. I would also like to raise a few issues I didn't put in my first copy. I found the public system to be focused on not going over department budgets and not on what was needed for that person to be comfortable and I'm not talking luxuries here just the basics to minimise pain levels. I also found all staff very quick to offer meds in just about every situation and the chain of command very hierarchical with "the bottom end" not allowed to say anything of a medical nature even though they are trained and read my chart.

After I wrote my comments, it was decided that after doing an EEG and MRI with no results in line with what I presented with (other things were found) that I was just "stressed" and "overreacting" so I was seen by the psych team and asked the most basic questions, you see on any TV show. It was laughable and from that 15 mins chat they come up with B/C cluster disorders and depression.....wow.

I'm also co-dependent on my spouse, who is my sole carer! I asked to be discharged as I could no longer cope with my living situation not because I had a "correct" diagnosis and at the end of the day I am still sick with all the same symptoms I went to the hospital with. But now I am angry, so very angry that I was made to feel so bad about being so complex in my health issues, which are not stress, depression or anxiety. I was a happy person within the limitation of my disabilities before I stepped foot inside RPH any stress or anxiety I am now feeling is a direct result of the treatment I received.

Response from Aresh Anwar, Executive Director, Royal Perth Bentley Hospital Group

picture of Aresh Anwar

Dear Lexus,

Many thanks for continuing to engage in conversation and I sincerely apologise for not getting back to you sooner. In addition, I can only apologise once again for the way that you have been left feeling. I am confident in being able to say that I am sure that this will not have been the intention of staff. We are very strong in our conviction that, whilst of course we must be respectful of the funding we receive, our number one priority is to do the right thing by our patients. Of which your comfort, and alleviation of pain is at the forefront of the commitment our nurses make with the introduction of ‘care rounding’; an approach that actively seeks to meet each patient’s personal needs, and is being worked towards consistent use.

I agree with you that at the very heart of this lies open, honest communication. Your experience reinforces to me the need to continue to instill this message and to continue to ensure it is firmly embedded within our organisational culture and values. Your feedback is invaluable in reminding us of this.

I do hope your health is improving and that any further interactions with our health service will be better ones. I note your preference not to use telephone communication and therefore would welcome the opportunity to correspond with you directly to work with you in addressing your concerns. Perhaps I could suggest that you write to me directly to the following address:

.

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

Executive Office

Royal Perth Hospital

GPO Box X2213

Perth WA 6847

.

With kind regards

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

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