"Communication Issues"

About: Royal Perth Hospital / Renal (Nephrology) & Urology & Endocrine Medicine & Ward 6A/6B/6C

(as the patient),

Have been coming to Royal Perth Hospital (RPH) on a regular basis for a very long time. Wards 4A and 4B are most definitely the best nursing staff I have been involved with, along with the whole team in X-ray Theatre.

My second point is how absolutely atrocious I feel the communication between The Urology Department and my GP is. My GP should be sent results from any test, scan or any other procedure I have. Not just a one-page discharge summary that says I had my Nephrostomy tube changed. My GP needs access to films from scans so they can understand the layout of my internal parts. I have had a lot removed. I have blood tests nearly every time I am there and yet my GP has to order their own to find out how my kidney function is. Why do we bother recording who our GP is if they are never getting results etc? I am sick of it! I feel that I am treated like a number by the Urology doctors, I don't blame the doctors on rotation unless I can see that habit developing in them. I know I am an incredibly difficult case, I know there are a lot of issues to be taken into consideration. They don't seem to know or care about the effect it is having on my life, the constant pain, the growing depression that makes me doubt hugely that they are up to the task of helping me. The utter feeling of helplessness and despair because I can't keep living like this I need to know that if I go to my GP and tell them I am hurting somewhere, that they have an understanding of what actually lays beneath my skin in that area. I would very much like to feel like my Urology doctors actually care about me and can stop putting me in the too hard box.

Responses

Response from Lesley Bennett, Executive Director, Royal Perth Bentley Group

picture of Lesley Bennett

Dear DEADEND,

Thank you for taking the time to share your feedback with us. Communication between patients, hospital based medical staff, GPs and other health care providers is extremely important in providing the best treatment and care possible, and it is something that we are constantly striving to improve. Through ongoing initiatives and participation in national programs such as Choosing Wisely, we consistently review how we communicate with our patients and other health care providers and undertake work to improve these practices. Unfortunately, despite this being an area of focus, we don’t always get it right. I apologise that this has been the case for you and for the frustration and helplessness this has caused you to feel. Without more information on your treatment, I am unable to comment here specifically. However, so that we can look into the treatment you have received and how we can better facilitate communication with your care providers, can I ask that you please contact our Consumer Engagement Unit and speak with one of our staff members on 9224 1637. Reviewing your situation will hopefully allow us to learn from where we have gone wrong and improve the way we do things.

Again, I apologise that we have fallen short in providing the level of care that we strive for. I will ensure that your kind words are passed on to the staff that you mention.

Yours sincerely

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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