"A specialist appointment x 4"

Dear AdvocateBLD

Thank you for sharing your clients story with us. Firstly apologies to your client for what sounds like, a bit of a run around and a communication problem! Going to Perth then coming back to Derby to be told to return to Perth! It's very confusing for all involved.

I have referred your story to the Acting Operations Manager at Derby Hospital to investigate the situation and will get back to you as soon as possible.

Meanwhile, if you would like to email me at maureen.crowther@health.wa.gov.au or call me 91941662 to follow the progress or share any further information, I would be more than happy to hear from you.

I hope your clients orthopaedic operation is sorted out quickly

Kind regards

Maureen Crowther

Dear Advocate BLD

I have been in contact with Derby Hospital, who would like to follow up with the person concerned to smooth the process in future.

In order for them to investigate this situation, they require the person’s details so a case review can be completed.

If you have consent to send through the person’s details, can you please email me, maureen.crowther@health.wa.gov.au or call me on 91941662 and I can forward the details to the Operations Manager for investigation into the process.

Thank you for being an advocate for your patient. Improvement in processes relies on feedback from people that use the system.

Many thanks

Maureen

Dear Advocate BLD

Thank you for emailing me and explaining the history behind your client's story.

I have forwarded on your email to the Acting Derby Operation Manager who will initiate a case review now that she has this information and may contact you if further clarification is required.

Once again, thank you for being a compassionate advocate on behalf of your client.

I will be in touch once this process has some outcomes, meanwhile feel free to contact me if you have any queries.

Kind regards

Maureen

Dear Advocate BLD

Thank you for being patient with us while we have been investigating your story.

We are planning a meeting with our bones doctors, Derby mob and the Broome boss to sort out a process to avoid this happening again.

I hope you are feeling better and I’ll keep you posted on the outcome from the meeting.

Kind regards

Maureen

Dear Advocate BLD

I hope you’re well. Here getting back to you as promised.

Earlier today, several colleagues, the medical director and I spoke with the chief orthopaedic surgeon in Perth about your difficult situation and care so far. Everyone was sorry that communication was not clearer, sorry also that you have had much travelling to get different specialists to advise how best to serve you.

Good discussion led to agreement about the way forward. We think we can improve in a few areas. This boss surgeon who met with us today will be attending the next Derby clinic. Well, now familiar with your name and problems, he will see you personally in August. After listening and an examination with review of xrays etc, he will discuss the management plan with your client, advocate, carer and GP. Your GP hopes to be in attendance if duties and time allow.

Your story highlights need for more holistic care management along with the importance of simple, open and clear communication. We will be ensuring that visiting staff from Perth receive training which will improve their awareness about Aboriginal health matters. Our own doctors will check with visiting specialists when onward referral from Derby to Perth is recommended – again to ensure that written communication is clear.

So, given what has been organised, I hope to hear better feedback following your next appointment in August. Thank you again for sharing this story on Patient Opinion. Please share with your client and her carer our apologies for the delay and confusion. We wish them well.

Kind regards

David Gaskell

Regional Medical Director and

Maureen Crowther