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"Disability Awareness"

About: Sir Charles Gairdner Hospital

(as the patient),

I travelled from Geraldton to Perth to have a CT.

A number of years ago I had a stroke that makes it difficult for me to speak.

The person doing the procedure insisted I tell him my name and date of birth and I said that I couldn't, but it was written down.

Three times he asked me the same thing and I said the same back.

On the fourth time he refused to do the procedure if I didn't tell him.

I got frustrated and got up to get my card showing my stroke details.

He left the room.

One of the ladies looked at the card and then showed it to him.

He came back and did the procedure.

I felt very angry, upset, embarrassed and I hurt my arm with the needle in it when I got up to get my card.

Responses

Response from Geraldine Carlton, A/Executive Director Sir Charles Gairdner Osborne Park Health Care Group, Sir Charles Gairdner Osborne Park Health Care Group

picture of Geraldine Carlton

Dear ES

Thank you for taking the time to tell us about your experience whilst attending the CT Department at Sir Charles Gairdner Hospital. I wish to sincerely apologise for the lack of care and attention during your appointment. It was very disappointing to read of the poor communication awareness and attitude you experienced. This is not in keeping with the expectation and values of our staff and service and I am very sorry for the distress and embarrassment this has caused.

I have followed up on this matter with senior staff in the area to ensure they provide further education to all their staff in relation to communication and checking of patient identification. In particular with patients who have suffered a stroke and have communication difficulty.

Once again, I wish to express my sincere apologies and do hope that any future interactions you have with our hospital leave you with more positive feelings.

Kind regards

Geraldine Carlton

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