The Aged Care Safety and Quality Commission – dealing with 2

Further to the report in the Sydney Morning Herald that one of the residents in BUPA’s aged care home at Eden had had maggots grow in a wound on his head to the point where he had to be taken to hospital, in our previous post on this Commission, we set out an email that had been sent to BUPA for the Commission’s “information and comment.”

Our email included this paragraph.

The next day, (on 19 Mar. 2019,) we got this back.

Not a promising start! The last thing we need is a discussion with them about this matter.

So this was sent to them, (on Mar. 22, 2019.)

We’ll let you know if we hear from them.

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BUPA Aged Care – dealing with 2

Further to our previous post on BUPA Aged Care in which we set out an email sent to them on 14 Mar. 2019 about the story published in the Sydney Morning Herald of a resident of their aged care home at Eden allegedly having maggots in a wound on his head, to we’ve received no response other than this, which we got straight away.

Far from getting a response “within two business days,” we’ve got nothing back from them in 6 working days!

(Please note: WordPress, with which this blog is created, has changed so that the way in which we used to be able to provide readers with links that took them directly to previous posts no longer works – SO annoying! We’re working to see if there’s another way. In the meantime, to go to previous posts, readers will have to use the search facility on our home page.)

We’ve found that with large organisations like BUPA, which may have as many as 80,000 employees, (and this is particularly so with RAMSAY HEALTH CARE, with it’s 30,000 employees, about which more later,) that not one person amongst their thousands and thousands is ACCOUNTABLE for what they do and say, least of all the people in top management – not one person!!!

What one would hope would happen in cases like this is that when the people in top management received an email like ours, that they would respond with something like, “We’ll contact our people at Eden to get their side of the story and get back to you.” But nothing even remotely like this ever happens.

So, for instance, in this case, if we try to deal with the people in top management at BUPA, they don’t care, and if we try to deal with the people “on the ground” at Eden, (which we’ve attempted, and got nowhere,) they don’t care, probably because they know that the people in their top management don’t care.

What’s got to happen is that we the people have got to change. We’ve got to be constantly searching for people who are ACCOUNTABLE, and organisations which have people in them who are ACCOUNTABLE, and, as far as possible, only dealing with such people and organisations. It’s only as organisations like BUPA and RAMSAY start to think that the people may be changing and it may be costing them DOLLARS that anything is going to change.

The people behind this blog are about trying to help ourselves and our readers change in this way.

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Paul McCarthy, Optometrist – dealing with

Website: eyesontheroad.com.au

Email Address: paul@eyesontheroad.com.au

In terms of emails we’ve sent him – strongly recommended against.

If you would prefer to not rely on our experiences with him, you can always email him yourself.

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A General Comment – 3

One of the things we’ve learnt the hard way is that if you send emails to some people and organisations, not only will they not acknowledge them, but, if the need arises, they will swear on a stack of Bibles that they never got them.

They can have 10 email addresses, and 100 emails can be sent using each of them and they will say they never got one of them.

If you’ve sent an email to a person or an organisation and, after 14 days, you haven’t got even an acknowledgement, you have to assume that they are one of these.

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BUPA Aged Care – dealing with 1

According to the Wikipedia article on BUPA, (short for “Britsh United Provident Association,”) it had 84,000 employees in 2016. We don’t know whether it has more or less in 2019, suffice it to say, that it is a very large international healthcare organisation.

It appears that the aged care home at Eden was family owned until it was bought by BUPA, and that while it was under BUPA’s ownership, according to an article in the Sydney Morning Herald, (where would we be without the journalists?) maggots grew in a “wound” in the head of one of it’s residents to the point where he had to be taken to hospital – it appears the maggots had started eating into his head, which is what maggots do, so that the situation had got beyond the stage at where the maggots could just be brushed off.

In relation to this, BUPA was sent the email shown below on 14 Mar. 2016 – i.e. 6 days ago, for their information and comment. This response was received straight away.

Four business days have passed since and nothing. And the home at Eden has been similarly contacted and nothing from them either.

This is all about ACCOUNTABILITY. Ideally the response from Bupa’s top management should have been along the lines of, “We’ll get in touch with our people at Eden to get their side of the story and get back to you.” But there’s absolutely no indication that anything like this is happening. And when you find you’re dealing with an organisation in which the people “on the ground” don’t care, and the people at the top don’t care that the people “on the ground” don’t care,  you’re in a lot of trouble.

We’ll keep you advised of any further developments.

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Primary Health Care – dealing with 1

Is Primary in total disarray? It doesn’t even seem to have a main website these days.

Have any of our readers been able to find one?

Email us at info@questionsmisc.info

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Westmead Government hospital – dealing with 2

One of our readers reports that he recently had a 4-5 minute consultation with Dr Aravinda Thiagalingam in this hospital, and believes that what he was told was rubbish. And despite 3 or 4 requests made to him, he won’t put anything in writing, which makes it difficult, if not impossible to get second opinions.

So this was sent, (in the morning of 20 Mar. 2019,) in an email to Graeme Loy, the hospital’s CEO.

The last thing you want to be doing is dealing with a doctor who is not accountable to anyone for what they do and say, a doctor who’s free to peddle rubbish.

We’ll let you know if we get a reply.

A 20 Mar. 2019 update: We HAVE got a reply to the email shown above sent earlier in the day. We’ll let you know more as the situation develops.

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Westmead Government hospital – dealing with 1

This almost made us laugh out loud – the world is changing!

We were in the course of putting together a post on this hospital when we wondered who the CEO of the hospital might be and whether he or she had an ordinary email address that could be used to contact them.

With a little Googling we found that a Graeme Loy was it’s CEO, and with a bit more Googling we found one of those dreaded email forms which we used to send this.

With email forms we always put the date and the time at the bottom of our message – something that’s done automatically with ordinary email addresses.

At 4.02, 14 minutes later!!! we got this.

So there you are readers – what appears to be the CEO’s ordinary email address – WSLHD-OfficeOfTheCE@health.nsw.gov.au

We can’t wait to send a Test message and see if it works.

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Brad Hazzard, M.P., NSW Minister for Health – dealing with 3

On 24 Feb. 2019, this was emailed to Minister Hazzard.

On 12 Mar. 2019, this was received in purported response.

To us, this is almost scary.

To us, those in charge at Fairfield Hospital who, when a couple came to it for help in having a baby, deemed that everything else in the hospital should have a higher priority than helping them, so that they had to deliver it themselves and the baby died, SHOULD BE IN GAOL FOR MANSLAUGHTER. And Minister Hazzard is contacted asking if anything about it is of concern to him, resulting in a response from Ms Koff, who appears to be Minister Hazzard’s “right hand man,” so to speak, which is JUST RUBBISH!

Four things about this are scary.

Firstly, that Ms Koff thinks that she can get away with responding with such rubbish.

Secondly, that obviously she is used to getting away with responding with such rubbish.

Thirdly, that this rubbish is good enough for Minister Hazzard.

Fourthly, that this rubbish is good enough for Premier Berejiklian.

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A General Comment – 2

To us, emails have created a situation in which an enormous tussle is going on at every level of our societies, affecting just about every one in them.

In the area of health care services it involves the whole range of people and organisations, from the enormous multi-national organisations like Bupa, (with it’s 80,000 employees,) and Ramsay Health, (with it’s 30,000 employees,) down to local GPs perhaps working as single self employed people. It’s encapsulated in this question – “Can I/we get away with NOT having an ordinary email address readily available and NOT providing reasonable responses to reasonable emails sent to me, or not?

Everything about this matter is incredibly simple.

Becoming the sort of person or organisation that has an ordinary email address readily available and provides reasonable responses to reasonable emails to reasonable sent to them involves a lot of changes, a lot of time and trouble, and a lot of expense.

Of course, you won’t get involved in all of this, if you can get away with not providing it.

For prospective patients and customers there are enormous advantages in dealing with people and organisations like this.

You will only stop getting away with this if your competitors start doing it more than you are, and the people start giving preference to those who do.

 

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