"Central Gippsland"

About: Central Gippsland Health

(as the patient),

I was in a four bed ward where none of the nurse call buttons worked. The cleaners came into the room at 6am and started to vacuum clean. I thought a hospital was a place for quiet and rest. After I was cleared to go home I had to wait four and a half hours to get my prescription as I couldn't leave until I got it.

Responses

Response from Jon Millar, Chief Operating Officer, Executive, Central Gippsland Health We are preparing to make a change

picture of Jon Millar

Dear Grubly

I am sorry to read your story and to hear that your experience at CGH has not been a positive one.

We endeavour at all times to provide the highest standard of care for our patients and clients and I am disappointed that this was not your experience on this occasion.

I want to assure you that I am taking your feedback seriously and would like to undertake an investigation into what happened and why, to enable us to learn from what happened and to make improvements.

Specifically with regards to the fulfilment of your prescription to go home, I agree that waiting four and a half hours for a script is not acceptable.

Unfortunately discharge planning processes can be complex arrangements and rely on a number of healthcare staff coming together in a timely manner to support the needs of the patient going home. Sometimes the complexity of patient care and the timing of medical staff ward rounds can delay doctors from being able to attend to the delegated duties of discharge. For example, writing up scripts, letters, discharge summaries and other clinical paperwork.

We are working to do this better, including initiating a very important project called "Person Centred Care". One of the aims of this project is to streamline the doctor's rounds to enable patients to be discharged in a more timely manner.

This will represent a major change process for us and we expect the project to continue for at least 12 to 18 months

I would be grateful if you could contact me either by email at jon.millar@cghs.com.au or phone (03) 51 438 319 to provide more information about your experience.

Thanks once again for taking the time to contact us.

Kind regards

Jon

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Response from Jon Millar, Chief Operating Officer, Executive, Central Gippsland Health We have made a change

picture of Jon Millar

Dear Grubly,

I am pleased to advise you that we have commenced a significant project focusing on person centred care.

The multidisciplinary team leading this project is supported by a number of consumers who play a key role in assisting us to identify and implement improvements to our service.

We have also partnered with a health training organisation to develop a series of learning videos and resources which we expect will be completed within the next six months.

The project is progressing well and all our staff and volunteers will be provided with this training once it has been completed.

Please do not hesitate to contact me again on (03) 51 438 660 or jon.millar@cghs.com.au if I can provide you with further information or support.

Kind Regards

Jon

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