To the Patient Liaison Officer and Health Ombudsman .
I tried today (Sunday 7 Dec) to find out who the Patient Liaison Officer is for the RBWH so I could contact them directly by name in this email, BUT true to form I got nowhere! I was told to call back tomorrow (Monday 7th December) because they (the switchboard) were unable to give me that information! REALLY????
I was admitted to your hospital (Dermatology Unit) on 19th November 2014 with severe Psoriasis, a chronic right calf ulcer, ulcers under toes on both feet and severe Rheumatoid Arthritis.
On that evening I was taken to have a Paraffin & Condy's Crystal bath. Because of my RA I had a great deal of difficulty getting into the bath (which was already full). I received no physical assistance, just "suggestions" as to how to get in. As a result, because the bath was slippery I fell into the bath causing extreme pain under my arms which I threw out trying to save myself! I was left for 20 minutes and then asked to get out by grabbing a bar at the bottom end of the bath. I had to suggest removing the water first. I slid down the bath and tried to hold on to the bar but because my hands are crippled with arthritis and greasy from the paraffin I couldn't. I was crying for the second time from this traumatic experience. It was decided to get someone else to help by holding me under both arms and pulling me out. The result of this was aching shoulders, arm pits, arms, wrists and hands. I was exhausted!!! I still suffer pain in my shoulders, hands and arms from this.
When the bath was suggested on my second day of admission I refused point blank.
It was decided that I should have "soaks" in bed instead. These were continued for a couple of days then ceased and replaced with ointments.
It states on my Discharge Summary that I was treated with Salicylic Acid (spelled incorrectly on the summary) and Coal Tar. This is untrue since the day I was discharged (4 Dec 2014) the jar was checked and the contents had never been touched. The affected areas were treated daily, sometimes once a day, sometimes twice a day depending on which nurse was on duty, with Daivobet and Aristocort. I understood it was to be twice a day but got sick of trying to convince the nurses.
The treatment for my leg ulcer had been working using Xeroform... again the nursing staff and medical team couldn't make up their minds as to whether it was to be treated once or twice a day. The medical team would tell me one thing and the nursing staff would do the opposite. It was stated on my chart that I should have 2 layers of Xeroform but some nursing staff ignored that and only used ONE layer. Some of your nursing staff knew exactly how to do a Prontosan soak and how to place the Xeroform other nursing staff hadn't a clue!!
Only twice in my entire stay (15 days) did anyone attend to the ulcers under my toes which were weeping constantly and the ooze dried and hardened during the day (after showering) causing me more pain when I stood erect.
Eight days after admission (27 November) my Psoriasis was improving as was my leg ulcer and I was told I would be transferred back to Hervey Bay Hospital to continue my treatment as soon as a bed became available. So.... I informed "the team" that it would be a good idea to contact the Hervey Bay Hospital to make sure they had a supply of Xeroform so they could continue the management. I also suggested that they check to make sure the HBH had the other medications on hand. I knew they would not have the Xeroform and I was right. I assumed they would have the Daivobet and Aristocort but requested that they check on that too.
By the 3rd of December I was assured everything had been organised with the HBH. I asked if I could have a few Xeroform dressings to take with me to make sure there were no problems at HBH. I was told "NO". Could I have some Daivobet and Aristocort to make doubly sure the treatment could be continued. I was told "NO".
I was to be transferred on a commercial flight the next day.
On the discharge day, one of the "medical team" asked if my son could pick me up at the Hervey Bay Airport and deliver me to the hospital. Is THIS how you transfer patients???? My son could not be contacted so I was given a Cabcharge and told I would have to get a cab from the Hervey Bay airport to the hospital.
I was concerned as to how I would manage alone at the Brisbane airport since I had difficulty walking and toting bags. I was informed that the taxi driver would assist and that QANTAS would be requested to meet me with a wheelchair. THAT DIDN'T HAPPEN!! The taxi driver arrived at the airport... no wheelchair.. I asked him to get hold of a QANTAS staff member to assist me with a wheelchair... he refused! I lost my temper and asked how he expected me to get to the terminal with my baggage. He could care less, wasn't his job!
He left, leaving me crying on a seat where he dropped me off. A man heading for the terminal saw me in tears and asked me if he could help me. I asked him if he was going anywhere near the QANTAS terminal, yes he was... could he please ask a QANTAS staff member to bring me a wheelchair. Ten minutes later the wheelchair arrived.
I finally got on the flight, arrived in Hervey Bay and was met by airport staff with a wheelchair, was taken by the airport staff member to the cab rank. Fortunately there was still a taxi available. On arrival at the hospital this cab driver got me a wheelchair and took me and my luggage into A&E and Triage. At least he cared!
I was taken to a ward and by this time it was 6pm. A nurse came in and went through my discharge details. It was noted on YOUR discharge sheet that I had NO KNOWN DRUG ALLERGIES!!! Your staff needs serious checking!!! I am allergic to Penicillin and can no longer take Methotrexate!!!!!!!!!!!!! I was left until around 10pm when a doctor finally appeared and asked why I had been transferred. I told him "to continue the treatment I was given at RBWH"
They had NO XEROFORM, NO DAIVOBET but did have Aristocort. So, I had been lied to by your staff!
They were going to use some other dressing for my leg ulcer containing silver, to which I am also allergic and running true to form would set back the healing process. I am speaking from experience. They were organising a local chemist to create a mixture of Salicylic Acid and Coal Tar for which I was expected to pay. I told them this mixture had NEVER been used on me even though it was on the Discharge Sheet. What I had offered to pay for was XEROFORM if they could obtain some through a local pharmacy.
I spent 24 hours in the HBH with nothing done to my leg ulcer, no creams on my skin for psoriasis. So I asked to leave and I would obtain the Xeroform myself and have my GP prescribe the necessary creams.
Lastly, while I was at the RBWH I was prescribed SALAZOPYRIN for my RA. I had to take one a day for a week then 2 a day. I was on my second day of 2 per day when I was discharged. I had one left to take that evening. I asked if I could take the remaining tablet with me for that evening since I was refused a prescription to take with me. I was told "NO". Seems to me that "NO" is the only answer your staff knows! What is the point of prescribing a drug then denying my continuance ???????
I was taking Celebrex for my RA and asked if I should continue with it while I was on the Salazopyrin... no one could tell me. No one considered checking with my Rheumatologist, Dr Louisa Voight. So I discontinued it voluntarily since no one had a clue on this either.
Your hospital is rated as one of the best, well I beg to differ!!! You need to have a 'secret patient' just like 'secret shoppers' and see exactly what is going on in your wards. Very few of the nursing staff have a clue, most don't read the charts properly and just do what suits THEM at the time! Your "Observations" equipment needs replacing or repairing. The only thing that worked was the Temperature machine when one could be found. A 5 minute job takes at least 15 minutes minimum while the staff rounds up equipment that actually works as it should.
The only staff nurses on the 8th floor Dermatology, that I would trust are Brad, Leanne, Rob and Derek. I don't know their surnames. I had to pay particular attention to what the others were doing.
I was in your hospital for 3 days before I had a wristband with my details!
At times the noise, laughter and shouting from staff outside the ward was deafening especially late at night.
I am on a list to have my toes straightened at your hospital. I have no faith that this will be done. I am in fear that your surgeons will amputate the offending toes while I am under anaesthetic because it is easier for THEM and tell me they had no other option when I wake up. I live in dread of returning to the RBWH!
AND before I close... THREE times during my stay at your hospital my son (in Hervey Bay) received calls from your hospital asking to speak to me. Three times he had to tell them I was in Ward 8BN Bed 52!!! The day I was leaving he was called once more by someone in your hospital asking to speak to me to discuss my feet (toes) and again they were told I was in Ward 8BN Bed 52!!! I had over an hour before I left for the airport but saw no-one to discuss this. How do you keep track of your patients???? Seems to me you have an major efficiency problem on all fronts.
I fully expect this to be ignored and not receive any acknowledgment of receipt since I asked to speak to the Liaison Officer while I was in the hospital and the request was ignored.
Regards,
Jamie Furner (Mrs)
