"The hospital staff"

About: Busselton Health Campus

(as a relative),

In general it has not been a bad experience however, there are some concerning factors that we have had to deal with particular some staff members and issues with the offering of basic requirements of food and drink. There has most definitely been very pleasant and helpful staff, however there have been multiple occasions where the staff have been extremely rude and dismissive. Within a caring environment this behaviour is completely unacceptable. You would like to think in a hospice situation that the staff would show some empathy and compassion towards patients and family, fortunately the majority of staff have. However, there have been multiple times where the lack of these basic common courtesies have been evident and have in turn made the situation harder than it needed to be not only for the patient, but also for the family. Communication breakdown has been a major issue resulting in our father going unfed or given no water for over 24 hours on numerous occasions regardless of the speech pathologist's evaluation clearing him for a certain level diet.  

Responses

Response from Jo Moore, Director Population Health, WACHS - South West

Dear doger

Thank you for taking the time to post your feedback on Patient Opinion at what must be a difficult time for you and your family. The issues you raised around compassion and common courtesy have been relayed to the staff who work in the hospice area and they have been asked to reflect on how they could be more empathetic and respectful at all times with their communication. We will also be following up with some staff training.

The communication breakdown around meals and fluids is concerning and our speech pathologist is going to work with the nursing team and food service staff to look at better processes particularly for patients in palliative care. It is disappointing that you did not feel you were able to escalate your concerns at the time and staff have also been reminded that at any time when there are queries or concerns around care, these should be escalated to the senior clinical team. We also have a system in place that you may not have been aware of called Care Call where you can escalate concerns to a member of our executive team at any time by ringing 1800 744 059 and we will investigate immediately. If you are would like to contact me on 97536371 it would be good to explore your feedback further and ensure we are tailoring our training and improvements appropriately.

Once again thank you for providing your feedback to enable us to address these areas.

Regards,

Jo Moore

A/Operations Manager Coastal (Busselton, Margaret River, Augusta)

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

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