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"My parent's hospital experience"

About: Royal Adelaide Hospital

(as a relative),

My mother having badly broken her wrist went to Royal Adelaide Hospital (RAH) after having an x-ray at Mannum Hospital. She needed to have a plate inserted into her wrist. She was  in A and E and then put in a bed. She wasn't actually operated on, as far as we know, until 10.30ish the following night. As her children we were trying to find out how she was and at what stage she was at. We were informed that they were not permitted to transfer us to the area she was in and to ring back when she was in a ward. 

The day after the surgery we rang again trying to find out how my mother was. Myself and my sibling. My sibling and their spouse decided to travel down to RAH as we were getting nowhere on the phone. On arrival to out-patience section my sibling discovered that she was not going to go to a ward and was being discharged. Prior to my family's arrival, our mother was seen by a physio and given instructions on exercises she was to do. This is an elderly person who had just had an anesthetic and was still woosie. Given this she did not remember what was told to her. Further more my sibling had asked to meet with the doctor to ascertain what was needed for mum to make a full recovery. This was not done! There was no meeting and in fact we believe the communication in this hospital is anything but efficient. The fact we were not able to ascertain how our mother was and not be able to be put through to the relevant department we feel was disgusting. As far as we're concerned there really needs to be a complete overhaul of this system. I am reluctant to call it a system because I believe there is none.  

Responses

Response from Patient Opinion Australia We are preparing to make a change

The following response has been published by Patient Opinion Australia on behalf of the Chief Executive Officer of Central Adelaide Local Health Network:

Dear pyxiszd75

I am so sorry for you and your mother's poor experience when she attended the Royal Adelaide Hospital after breaking her wrist. I am particularly concerned about the difficulty you had reaching the hospital to find out more information about her care and the poor communication about her discharge. I would really like to learn more about it so we can ensure no one else has this experience.

I have shared your comments with the Operating Theatre and the Emergency Department staff and would like to work out how we can improve the management of communication with families when patients are in the operating theatre and recovery areas.

We are rolling out a program at the Royal Adelaide Hospital called "person and family centred care" and think that your comments are an example of how we can improve by including family members more in discharge planning and education.

I would like to find out more specific details about your mother and where she was cared for in the hospital so we can improve care for others. Would you please call the Consumer Advisor on 7074-1377 or email them at rah.consumeradvisor@sa.gov.au so we can learn more from you?

Once again, I am so sorry for the experience you and your mother received.

Yours sincerely

Lesley Dwyer

Chief Executive Officer

Central Adelaide Local Health Network

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

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