"Day Procedure Visit"

About: Latrobe Regional Health Sale Hospital

(as the patient),

In preparation for my operation I was put in an isolated room and asked to gown up. The room had a clear sight path to the waiting room of the day procedure unit so every time the door was open people waiting for the other day patients could see me. The door had to be open most of the time and I had to walk towards the waiting room to go to the toilet. This was a little upsetting as I had nothing on underneath the gown and they don't exactly cover everything up at the back and everyone could see my back on return to the room. After a bit of a wait I walked to the theatre. I had a gynecological operation and had trouble coming out of the anesthetic - was in lots of pain. Normally I have no problem. I was given a lot of pain killers and kept sleeping. When I finally felt a little normal and could at least open my eyes, I was given 6 little dry biscuits and some water at 6. 30pm the operation was at 12 noon. I was the last person in the unit and felt pushed to leave. I would have thought I should have had some food and drink before leaving. I are not one to complain normally but this did not seem caring to me.

Responses

Response from Frank Evans, CEO, Central Gippsland Health We are preparing to make a change

picture of Frank Evans

Dear Lainey,

Thank you for telling us your story.

I am very sorry your experience with us was upsetting for you. What you describe is not what we are striving to achieve.

I know the staff in our day procedure unit and operating theatres want to ensure the best possible experience for our patients.

We will use your feedback to help us with our improvement efforts and I will let you know what improvements come from your telling us about your experience.

If you would like to speak with me or provide me with any additional information you can contact me on 0351438319 or by email at frank.evans@cghs.com.au

Kind regards

Frank

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Response from Frank Evans, CEO, Central Gippsland Health We have made a change

picture of Frank Evans

Dear Lainey,

Our Operating Theatre manager extends his sincere apologies and wishes to assure you that he and his team have made improvements as a result of your feedback.

I was very encouraged by our theatre team's response to your story and their genuine desire to make improvements.

A number of changes have been implemented commencing at pre-admission with the information we provide to people about their treatment and recovery.

We have also improved patient privacy by ensuring that doors in our Day Procedure Unit remain closed.

We are ensuring that our patients are offered an additional gown if they need to walk around for any reason.

We are also working to improve communication to prevent our patients feeling isolated and ensuring that all our patient's needs are met, including pain relief, nourishment and being able to stay longer if the patient does not feel ready to leave and, if necessary, transferring the patient to an overnight bed.

Thank you once again for telling us your story and enabling us to make improvements as a result. I am confident that should you need our services in the future, your experience with us will be a good one.

I hope you are recovering well. If I can be of any assistance to you, please do not hesitate to contact me on (03)51 438 319 or by email at frank.evans@cghs.com.au.

With warm regards

Frank

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