"Staff listening."

About: Armadale Hospital / Medical Admissions Unit

(as a relative),

Recently my mum was admitted to Armadale Hospital via ambulance due to her inability to breathe easily. She suffers from asthma. 

When I went to visit her in the afternoon in the Medical Admissions Unit (MAU), a nurse came in with her medication. From my perspective, the nurse was pleasant, but I felt they spoke down to my mum. I believe that all patients need to be treated with dignity. Take the time to listen.

Then another nurse came in and spoke to my mum. Mum could not hear her as she is very deaf. I stated to the nurse, you need to speak up and slow your voice down. She responded with - I think I'm talking loud enough and I'm doing the best I can. Once again, I am not criticising your practice, I'm trying to help you to have better interaction with your patient. Staff need to listen to family members and we know best in regards to their needs. 

Thank you for listening!

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Responses

Response from Shae Seymour, Executive Director, Armadale Kalamunda Hospital Group, Armadale Kalamunda Hospital Group

picture of Shae Seymour

Dear Thank you for listening,

Thank you so much for taking the time to share with me about your concerns in relation to your mother’s care at the Armadale Health Service.

I am very sorry to hear about the way your mother and you were spoken to by our staff in the MAU. You are correct in pointing out that all patients need to be treated with dignity and I am disappointed that this did not occur.

As a hospital, we strive to provide the best possible health care with professionalism and respect and this can only happen when we take the time to listen and engage with our patients and their families.

Your feedback is really valuable and shows that we can still improve in these areas.

I would like to hear more about your experience and invite you to meet with our consumer liaison team so that we can implement changes to improve patient and family interactions.

If this is something you are keen to pursue, please feel free to contact us on 9391 1153 when convenient.

Once again, thank you for bringing this to my attention and I look forward to hearing from you.

Yours sincerely,

Shae Seymour
Executive Director
Armadale Kalamunda Group

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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