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Care Opinion

Misplaced Property

Posted By GJ2012

"Misplaced Property"

About: Royal Perth Hospital

(as a relative),

My elderly parent recently had a (successful) visit to Royal Perth Hospital AMU and their belongings (phone, necklace etc) were locked in a drawer prior to a procedure.  Afterwards, the items could not be located despite a visit to the ward after their discharge and phone calls to various departments.

Security says not their responsibility, Lost Property reported nothing there, Transit Lounge had nothing, AMU looked but found nothing. All staff were easy to contact, helpful and polite.

A day later, I contacted AMU again and Christine answered saying nothing there and put me through to the 9th floor where my parent was discharged from. The 9th-floor ward did not answer and I was returned back to AMU and Christine offered to retrieve the notes, contact the 9th floor and follow up on the missing items. The next day we had a call as the items had been found, thanks, Christine.

I think RPH needs a procedure to follow in such circumstances rather than relying on someone to take the intuitive and help as we did not know if the items had been lost, mislaid or stolen and the only option suggested to me was to call the Police. The RPH website returns nothing I feel is appropriate when searching for “lost property”.

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Responses

Response from George Eskander, Acting Executive Director, Royal Perth Bentley Group 3 years ago
We are preparing to make a change
George Eskander
Acting Executive Director,
Royal Perth Bentley Group

Submitted on 9/09/2021 at 6:24 PM
Published on Care Opinion on 13/09/2021 at 11:16 AM

picture of George Eskander

Dear GJ2012,

Thank you for taking the time to share your feedback on Care Opinion. It is invaluable for us to receive such a detailed response about an area we need to work on.

I am pleased to hear that the lost items were found and that specific staff were easy to contact, helpful and polite to you. We will pass on your thanks to the AMU staff member who was proactive in locating your parent’s belongings. Staff are always appreciative to receive these comments.

The Royal Perth Bentley Group (RPBG) does have guidelines and policies in place for the safe storage of patient property to prevent unnecessary distress to our patients or their relatives. I am deeply sorry that we have let you and your family down on this occasion.

I would like to fully acknowledge the concerns you raised and assure you that we are committed to adhering to the agreed property guidelines and policy. RPBG will review how consumers are informed of the process of searching for lost property to ensure this is followed by all staff. Generally, the care team deal with enquiries of this nature at the time; however, the Consumer Engagement Unit also helps consumers with issues brought to their attention including lost property. How to contact the Consumer Engagement Unit is on the website, and they can provide feedback or enquire about an issue on your behalf. I am sorry that this was not made known to you at the time.

The Consumer Engagement Team is rolling out education to staff and there is a plan to publicise their presence more across the sites. I greatly appreciate your feedback which will be shared with the teams involved.

I wish your parent well with their recovery.

Kind regards

George Eskander

Acting Executive Director

Royal Perth Bentley Group

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