"My view as a relative"

About: Wantirna Health / Palliative Care Inpatient Unit

(as a relative),

When I think of palliative care, I think of kind, caring & compassionate staff. I was disgusted at how rude I felt the staff were (with the exception of a small number of staff, who clearly did love their job). Very rarely did staff come anywhere near you & when they did they didn’t speak or even acknowledge your existence - & even asked us to leave the room. Where is the caring & compassion? In my opinion, the staff are obviously not happy in their jobs & I believe there was clearly no communication between staff. This was not a place I wanted to visit. Even worse was the palliative care team moved my parent out the day before they died. Could they not recognise a dying patient?  I feel very, very disgusted.

Responses

Response from David Plunkett, Chief Executive, Eastern Health We are preparing to make a change

picture of David Plunkett

Dear sunbb37

Thank you so very much for sharing your experience with the Palliative Care ward at Wantirna Health and I would like to express my condolences with the passing of your parent. I would also like to apologise that your experience was not as positive as it could have been.

I appreciate your balance in recognising those staff who were caring and compassionate. I would welcome you making contact with the Patient Relations Advisor in the Eastern Health Centre for Patient Experience either via email at feedback@easternhealth.org.au or calling 1800 EASTERN. I will respect your decision should you choose not to make contact, but hope you do so we can gain further understanding of your experience and also undertake a review of what happened.

I'm sorry this won't change your experience but hopefully we can learn and make the necessary changes so your experience is not repeated.

Thank you again sunbb37 and kind regards

David

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Response from David Plunkett, Chief Executive, Eastern Health We have made a change

picture of David Plunkett

Dear sunbb37

Many thanks again for your post on your experience. I wanted to provide some feedback about what we have implemented as a result of your feedback.

To date we have been working with the team, including the Nurse Unit Manager, to review what is happening or not. This has been included in an action plan that is being lead by the senior leader with responsibility for this service and is monitored and reported in a regular basis. Along with this, patient and family experience is now a regular agenda item providing the staff the opportunity to reflect on their practice through the eyes of the patient and family.

I hope this shows we have taken your experience very seriously.

All the very best and sincere thanks again.

Kind regards

David

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