"I feel no one listens or cares"

About: Royal Perth Hospital Sir Charles Gairdner Hospital

(as the patient),

I feel like no one is listening or caring as to what I have to say. 

I have a condition where I am affected by multiple chemicals, that puts me in a state where I cannot speak or act coherently. This affects my ability to live in profound ways. I have an extensive medical history, and when visiting different hospitals, I do not believe they read my file or communicate to one another, leading to incorrect diagnoses - I feel staff simply believe I am crazy when I am instead under the effect of multiple medications mixing in ways they shouldn't. I need a proper care plan, the one I have currently looks to me like it was written by a five year old. 

When I visit the Emergency Department (of both hospitals) I feel they simply try and get me out as quickly as possible. I do not have the skills or the eloquence to get these issues fixed, and need someone to help me address them - I just need someone to sit down and listen to me. 

I have had these conditions since I was born, and have been living with them since. All of my existing diagnosis are available on my file, but I believe when I am taken to Emergency, no one will read it. 

Responses

Response from Janet Zagari, A/Executive Director, Sir Charles Gairdner Osborne Park Health Care Group

picture of Janet Zagari

Dear velahp83,

Thank you for taking the time to share your concerns regarding your recent experience at Sir Charles Gairdner Hospital. I was very sorry to read of the communication issues that have caused both frustration and distress in relation to your presentation to the Emergency Department (ED).

The complexity of your condition must make it difficult for you to navigate through the health system which is why it was good to know that you have a care plan which can be easily understood. Please accept my apology that the care you received at SCGH on this occasion did not make you feel as if your concerns were being listened to with the kindness and compassion that we pride ourselves on.

I would encourage you to contact the Patient Liaison Service at SCGH on 6457 2867 if you would like further investigation into the care you received during your presentation to ED.

Once again, my sincere apologies that you had such a frustrating experience here at SCGH.

Kind regards

Janet Zagari

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

picture of Lesley Bennett

Dear velahp83,

I’m sorry that you feel you haven’t been adequately listened to or supported when visiting Royal Perth Hospital. From what you describe here it sounds like you live with a very debilitating condition and need ongoing and consistent care. Hospital Emergency Departments can provide immediate and responsive medical treatment, however, it can be difficult to diagnose and treat a patient with a chronic and ongoing illness in one presentation. For this reason and to ensure that you get consistent treatment and ongoing care, it would be worth considering making an appointment with your GP to have a review of your complicated health needs and a referral to a specialist as necessary. Seeing the same physician for repeat visits is important in developing an appropriate care plan. However, if you would like a review of your treatment at Royal Perth Hospital, this can be arranged through contacting our Consumer Engagement Unit on 9224 1637. We would be happy to do this for you.

Yours sincerely,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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