Office of the Health Services Commissioner Annual Report 2008

Private Hospital Issues
The numbers of complaints against private
hospitals are comparatively few as any
complaints about treatment decisions and
outcomes would usually be made against
the admitting doctor rather than the
Hospital. Complaints might be made
against a private hospital for nursing or
communication issues.
Although some larger private hospitals
have emergency departments and doctors
on staff, many smaller private hospitals do
not employ their own doctors. This is
frequently a cause of misunderstandings
and it needs to be made clear to prospective
patients by the service in advance if this is
the case.
HSCR issues
2
Access
5 5
Administration Cost Communication Rights Treatment
Figure 11
Private Hospital Complaints
A woman was booked to have her baby at a small private hospital. She had indicated she wanted to
give birth with as little intervention as possible however after being in labour for more than 24 hours she
requested an epidural to manage her pain. The Hospital contacted all the anaesthetists listed as on call for
that period of time however as it was a holiday weekend no one was available to attend as the situation
was not considered to be an emergency. The woman was very angry she had not been able to receive the
pain management on request. She considered the Hospital should have advised her when she made the
booking that they may not be able to provide this service. The Hospital agreed to revise the information
brochures provided to new prospective patients.
6
1
22
Psychiatric Services
There was a 8% decrease in complaints
about psychiatric services and services
provided by psychologists this year.
The numbers of complaints made against
each type of service is shown in Figure 13.
Legend
2007 - 2008
2006 - 2007
98
45
90
27 18
2007-2008 2006-2007
Public
Hosptials
Psychiatrists
Psychiatric
Health Service
Figure 12
Psychiatric Services Complaints
Figure 13
Types of Service
Issues in Psychiatric Service Complaints
The most frequent complaint is that
the patient’s involuntary status is
unwarranted and these matters are referred
to the Mental Health Review Board.
There are also complaints about treatment
and communication issues and access
to services.
HSCR issues
18
42
HRA issues
7
3
11
5 4
Access Administration Communication Rights Treatment Access &
Correction
Use &
Disclosure
Figure 14
Issues in Psychiatric Complaints
A young woman complained she had been admitted to psychiatric care and made an involuntary
patient without any thought about whether she could be cared for in any other way. She complained she
had been handled roughly and had some bruises from being restrained and injected with medication. She
also complained she had been left in seclusion for too long without access to toilet facilities. She agreed
she had been depressed and potentially suicidal however she believed the treatment provided had made
her feel worse, not better. The Hospital responded to her explaining why she had been made an involuntary
patient and offering to meet with her to discuss her concerns however she did not want to do this and the
complaint was closed.
30
Office of the Health Services Commissioner | Annual Report 2008