"Recognising good practice at York Hospital"

About: York Health Service / Emergency Department

(as a relative),

Recently, I had to take my elderly mother to York Hospital for observations to be taken after she had fallen. Her GP suggested that the hospital was her best option so we attended the Emergency Department. From the time we checked in to the time that we left, the staff were efficient, attentive and reassuring. The hospital was spotlessly clean and well stocked (based on my limited observation of the area in which we were placed). It was very reassuring to have access to the doctor via the internet and she was knowledgeable and  both my mother and I were happy with her diagnosis and suggested on-going treatment advice.

The nurse who attended my mother, (Nicole) performed a plethora of tests and had the results ready to give to the doctor when she called. Nicole was quick to offer my mother a cup of tea and a biscuit when she needed something in her stomach to take medication which was due when we were in the hospital. A very efficient system when no on-site doctor is available. 

The only suggestion which I would make would be to offer the patient a blanket as the room was quite chilly.

Responses

Response from Sean Conlan, Regional Director, WA Country Health Service - Wheatbelt We have made a change

Dear induszp79

Thank you for your kind words regarding your mother’s recent visit to the York Health Service.

I was pleased to read that you found that our staff were caring and were constantly supporting and reassuring your mother. The WA Country Health Service is very proud of the Emergency Telehealth Service (ETS). It is a fabulous service and I was happy to hear that your mother had a good experience with this initiative. When the local general practitioner is unavailable, the ETS service enables sound medical assessment at the local health service, reducing the need to transfer patients to larger hospitals. This helps the WA Country Health Service provide care closer to home.

It was great to hear that Nicole’s compassion and professionalism shone through, ensuring the ETS doctor had all the necessary test results available when they spoke with you. It is a brilliant example of teamwork and collaboration. I will take great pleasure in passing on your appreciation to Nicole and the ETS doctor involved.

Ms Anne Coyne, York Health Service Manager has advised that staff have been asked to ensure a blanket is offered to all patients when they are in the Emergency Department, to ensure they are comfortable.

Kind regards

Sean

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