For this award category, Health Consumers’ Council selects stories from the Care Opinion platform that highlight both best compassionate care and best practice responses to Care Opinion.
While WACHS won the inaugural Patient Opinion Award in 2019, we wanted to acknowledge and highlight the work that all Health Service Providers are doing.
This year we reviewed stories from all Health Service Providers and showcased what our panel considered to be the best and in some cases, highly commended, Care Opinion Hero stories or services within that Service.
*Care Opinion automatically generates the ‘CO Hero’ tag when a story names a staff member in a positive light
East Metropolitan Health Service
Winner: Kalamunda Hospital
Special mention: Armadale Hospital
There were 33 stories on Care Opinion about East Metropolitan Health Service with the Care Opinion Hero tag. Of these, we reviewed for the award 14 stories related to Armadale Hospital/Kalamunda Hospital and Health Service, of which 12 were about Armadale Hospital; and 19 stories related to Royal Perth Bentley Hospital Group, of which 15 were about Royal Perth Hospital.
The special mention goes to Armadale hospital for having almost as many Care Opinion heroes noted as the much larger Royal Perth Hospital.
For the winner, we couldn’t go past this story about Kalamunda Health Service which acknowledged a compassionate and caring team including a doctor, physio, nurses and the ward clerk.
“Our beautiful wife/sister/daughter/friend got to have the most beautiful and supportive journey from our world into the afterlife at Kalamunda hospital.
“What an absolutely wonderful team of amazing individuals who go above and beyond in every aspect of their work to support patients and their families every day, just like us. What could be a dark and gloomy place, was happy and focused on celebrating life. The whole team was amazing, but reflecting back on our time at Kalamunda, we must acknowledge those who have had an impact on our lives forever, for the better.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/77719
Child and Adolescent Health Service
Winner: Eating Disorder Clinic
There were six stories on Care Opinion about Child and Adolescent Health Service with the Care Opinion Hero tag. Of these, two stories were related to the Eating Disorder Clinic.
The standout story highlighted the team of experts in the Eating Disorder Program and the comfort they provided to those in their care.
Congratulations to the Eating Disorder Clinic, CAHS.
“I am so thankful, so thankful for the wonderful team of experts we have had by our side on this journey at PCH. There are things in the very early days that I wish had never happened but we can’t go back there now to change anything.
“Our family has had great comfort knowing that we have had the safety net of the EDP service and its people by our side. Having the stability and continuity of care and ongoing support from Nicolene, Tania, Desley, Robyn and Sally has been paramount in our child’s progress.
“Weekly appointments, weekly phone calls and follow-ups, medicals, I don’t think you could have done any more for us. The care, compassion and understanding shown is to be commended.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/80098
North Metropolitan Health Service
Winner: Women and Newborns Health Service
There were 98 stories on Care Opinion about North Metropolitan Health Service with the Care Opinion Hero tag. Of these, a massive 45 stories were related to maternity services, with 8 relating to the Breastfeeding Centre of WA and 19 relating to the Community Midwifery Program.
As such, as we decided to award Women and Newborns Health Service collectively. These example stories reflect the incredible work they do to support women and families.
“There was no pressure, expectations or otherwise placed upon mum – just a whole heap of assistance, advice, and beyond this, it also included practical things such as the loan of a breast pump. We were seen regularly by Myra and our appointments continued up until we both felt that we were fully confident. If you have even a slight inclination towards breastfeeding, which we did, just make the call – the amount of assistance the Breastfeeding Centre provides is amazing. To overcome our hurdles, and to see my partner able to breastfeed and care for our newborn with ease (it does get easier, just trust yourself) and confidence, has been very rewarding. A big thanks to Myra and the rest of the staff at the Breastfeeding Centre of WA.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/79231
“Such a healing process after the trauma of my first birth at a different health service, where I saw a different person at every single appointment and felt absolutely no care.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/77157
“While I was staying on the wards I had a midwife, Shelley, who went above and beyond to try to make sure I knew and understood all my options. She presented ideas that I felt others had not presented to me. Having had a VBAC herself she understood and empathised with my position. She spent time chatting to me, supporting me and answering the endless questions I came up with. The registrar (James) was another standout staff member who I am extremely grateful for. His attitude and bedside manner was second to none. He ensured I did not feel pressured into any decisions and never made me feel like a burden when I changed my mind multiple times. He was extremely empathetic and supportive and made sure I knew that he would support whichever decision I made. While I did not achieve my VBAC, I felt at peace with the need for a c-section thanks to Shelley as she helped explore all possible options and I knew that I had tried everything I could. James was there to make sure my decision was supported and for this I am grateful.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/80615
South Metropolitan Health Service
Winner: Fiona Stanley Hospital (Volunteer Program)
There were 32 stories on Care Opinion about South Metropolitan Health Service with the Care Opinion hero tag. Of these, 21 were related to Fiona Stanley Hospital, 4 were related to Rockingham Hospital, and 3 were related to Fremantle Hospital.
What caught our attention though was the mention of volunteers supporting the experience of patients and families to Fiona Stanley Hospital, and therefor the award goes to Fiona Stanley Hospital for their Volunteer Program.
“My spouse and I recently accompanied a friend who underwent a day procedure at Fiona Stanley Hospital (FSH). We travelled from the country for the day and were somewhat overwhelmed by the size of the FSH complex. We were most grateful for the assistance of the FSH volunteers working in the main entrance hall. They helped us reach our destination with a minimum of fuss. Particular thanks to Mike, who very quickly ascertained that, as we walked through the main entrance door, that we didn’t have a clue what to do next. And after a friendly greeting, subsequently escorted us through to the day unit. The volunteer team are a great asset to the hospital.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/78928
“Yesterday afternoon, I found myself presenting at the emergency department due to concern about some heart palpitations. From the moment my husband and I walked in, we were well cared for. Everyone on duty was warm and welcoming, from the lovely volunteers who greeted us at the door to the triage nurse, Chris. We had to wait a while, but the volunteers checked on us and made sure we knew what was going on and while we waited, it was just so lovely to see those handling admin and enquiries greeting everyone with a smile. I think it’s pretty well understood these days that if you present at ED, you’re probably in for a long wait, but it really is made so much easier when you feel seen, even as you wait. Having the volunteers there really helps with that and I also really appreciated that when we were triaged, we were told how many other people were also waiting and what kind of wait times might be expected. Congratulations to the FSH ED team. I was so impressed by your efforts, despite how difficult your job must sometimes be.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/79596
WA Country Health Service
Winner: Bunbury Hospital (Hypnobirthing Classes)
There were 263 stories on Care Opinion about WA Country Health Service with the Care Opinion tag.
Of these, 21 were related to Goldfields Health (7 relating to Goldfields Regional Hospital), 28 were related to Great Southern Health (9 relating to Emergency Departments in Albany, Denmark and Kojonup), 36 were related to Kimberley Health (28 relating to Broome Health Campus, with 12 maternity/midwifery services), 31 related to Midwest Health (12 related to Geraldton Regional Campus), 17 related to Pilbara (11 relating to Karratha Campus), 112 related to South West (33 relating to maternity care), and 18 related to Wheatbelt Health.
The standout winner was the hypnobirthing classes run at Bunbury Hospital, which had 23 mentions highlighting the value of the service for patients and families.
“The Positive Birthing Classes really helped me understand the delivery process, what to do, what can go wrong and the choices that I had available to me. I really feel that the Hypnobirthing Positive Birthing course should be available for all parents in WA, as it provides such insight into the birthing process, and prepares you for a positive birthing experience. While I had quite a difficult birthing process, I was able to put what I had learned into practice, and come out of the birth of my baby in a positive light, even though I required medical interventions.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/76802
“I’m sure that I speak for many women who have struggled through this strange time when I say that having access to this program has changed the game for, not only me but also my partner, who now feels a sense of connection and purpose to the birth ahead. Having the ability to access this course ran by Kasey via Telehealth could change so many health outcomes in communities all over the country.”
This Care Opinion story can be viewed at https://www.careopinion.org.au/77038