"Distressing discharge experience"

In regards to the treatment and discharge process experienced by my parent, who was under your care following a serious motor vehicle accident. Their stay at Bentley Hospital, across 3 days 2024, was marred by an unprofessional and distressing discharge experience that I feel needs to be addressed.

My parent who is in their late 60s had a serious sternum injury, lower back injury, broken rib and nausea when they arrived at Bentley hospital. They were moved from Royal Perth Trauma Unit to Bentley Hospital with the understanding that they required further stabilization and recovery before being transferred back to our farm (285km away). Throughout their stay, the medical staff, including doctors and nurses, provided commendable care, for which we are grateful.

However, the situation deteriorated significantly when the discharge plan was discussed. On that day, despite my parent’s ongoing discomfort and inability to tolerate their back brace for extended periods, the Nurse Manager, informed me in a highly unprofessional manner that there was no longer a medical reason for them to remain in hospital. This discussion occurred around 1 PM, with discharge mandated for the following morning. This was the first day my parent had not experienced nausea since the accident and at this time had been removed from their room for an x-ray of their foot.

During this conversation, I attempted to explain the impracticality of transporting my parent, given their current medical condition. My concerns regarding my parent's ability to endure a four-hour car journey, given their injuries and the necessity to remain in a brace, were dismissed. The Nurse Manager’s response, I recall including statements such as 'we send rural people like that all the time' and 'suck it up,' I felt was both dismissive and inappropriate. This response ignored my legitimate concerns about my parent's safety and well-being. I was advised to take cup of tea breaks on the way. I reinforced that as per doctor instructions the brace has to stay on while upright hence stopping for a cup of tea does not allow for the brace to be removed.

Moreover, despite my attempts to follow the appropriate channels to arrange a private ambulance transfer, I felt I was met with further resistance and was incorrectly informed that such arrangements were not to be ordered by the hospital. Fortunately, I managed to secure an ambulance through my own contacts, but this process was unnecessarily complicated and stressful. There was never an option to transfer to a rural hospital closer to our farm. I felt that it didn't matter what occurred the main issue was that my parent had to be out by the morning. 

The treatment I experienced was deeply troubling, particularly given the severity of my parent’s condition. I feel it reflects poorly on the standards of care and professionalism expected from Bentley Hospital. While the direct care provided by medical staff was commendable, the handling of my parent's discharge was lacking and caused undue distress.

I request that Bentley Hospital review the practices surrounding patient discharge, especially for individuals in rural areas. It is crucial that all staff demonstrate empathy and professionalism, ensuring that discharge processes are managed with appropriate planning and sensitivity. Especially for spinal patients.

Thank you for your attention to this matter. I look forward to your response and to understanding the steps Bentley Hospital will take to address these concerns and prevent similar situations in the future.