Page 3115 - Week 10 - Wednesday, 24 September 2014
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We fear for the health system that exists now, if the above is indicative of it, and also for the patients that innocently put their trust in it.
Minister, are you aware of this patient’s story, and how do you respond?
MS GALLAGHER: No, I do not believe I have received—I certainly have not read that correspondence if it has been sent to my office. If it has been sent to my office, it will be undergoing a thorough review, including a report back from the hospital about how their clinical notes would align with that story. There are a range of opportunities for that individual. I am very sorry if that was the experience of that patient at the hospital. I would not say that that is indicative of the care that is provided at either Canberra or Calvary hospitals, but I do accept that from time to time I receive letters of complaint from patients about the care that they have been provided with, at both hospitals, and when that happens they are investigated thoroughly, including with the opportunity for meetings with staff. And of course people are given the opportunity to complain to the health complaints commissioner as well. If that version of events is accurate, and I have no reason to believe it is not, I am very sorry for that patient. It is not the standard of care that is provided at Canberra Hospital and should not be seen as indicative of treatment or care, or the professionalism of staff, at the hospital.
MADAM SPEAKER: A supplementary question, Mr Hanson.
MR HANSON: Minister, are you satisfied with the culture of care at the Canberra Hospital?
MS GALLAGHER: To a great degree, yes, but I will also accept that in a large workplace there are instances where care and the professionalism of staff are not what you would expect. I would imagine that is true of any large organisation in any hospital in the country or in the world. But to the greatest degree, I would say the overwhelming majority of staff care for their patients with extreme dedication and skill. But I am not going to stand here and say that I have not received complaints from people about the standard of care, whether it be from amongst the health professions or across the health system across Canberra, and that includes Canberra Hospital, Calvary hospital, community health services and private health services, which I also receive complaints about.
MADAM SPEAKER: A supplementary question, Mr Doszpot.
MR DOSZPOT: Minister, are you aware of any other instances where patients have been left in an unclean bed?
MS GALLAGHER: During my time as health minister I would have received complaints where that formed a component of the complaint, whether people were left for too long or had called for help and did not get it. Yes, I have been aware of that in my time as health minister. When those situations occur, it is treated very seriously by Health. They go back and look through the clinical notes around the care of that patient. If there is an instance where bed sores—or it is alleged that that has occurred due to lack of care—then that is investigated as well. Patients and their families are given the opportunity to come in, have a meeting and talk about their care and, of course, they are provided with those external complaint mechanisms which are all established to make sure that we have the focus on quality of care.
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