HOSPITAL CONTROL

Bay of Plenty Beacon, Volume 7, Issue 100, 18 August 1944, Page 5

HOSPITAL CONTROL

REASSURING REPORT

COMPLAINTS MAINLY

GROUNDLESS

Following a thorough investigation by the recently appointed members of the 'Visiting: Comimittee' the Whakatane Hospital Board was last week given a mo3t reassuring report by Mr A. F. McGougan, who concluded by sayiing that after the most careful enquiries he considered that most of the complaints were either groundless or based on and' that the Board I wofa&d do well to take noli tice of them than it had in the past. With Mr said Mr McGougan, lie had been instructed to go full}' into ccrtain matters which had been raised as complaints t-t last meeting. With regard to trespassing on hospital grounds lie had been assured by both the superintendent and the matron that since prosecutions had been made the trouble had ceased. livery thing possible was now being done to keep the strictest control.

All Supplies Checked With regard to kitchen supplies the system of imvard checking Avhich Avas carried out Avas; considered efficient and fully satisfactory. The meat, had been inspected and it Avas considered the contractor Avas giving a fair and reasonable deal. The food Avas on the AA'hole as good if not better than many patients would' be receiA'ing in their oAvn homes. The complaint about the fish had been traced to one occasion AA 7 hen a suppty had been supplied which was inferior. This had been detected and the contractor had removed it and supplied fresh lot. Everything humanly possible had, been done to keep a careful check. With regard to the clothes cupboard—this Avas far too small ror the hospital having been built for the institution' in its initial state. It Avas understandable that occasionally slight mishaps would occur but under the Avorking conditions now here again the serAdce Avas- as good as it Avas possible to make it. Mr McGougan continued that Avith Mr Mitchell, lie had gone through the whole hospital visiting all patients. EA r ery one of those he spoke to had only the warmest praise for the hospital and the treatment they recciA'ed. One woman described the complaints in the as ridiculous and unfair. He had learnt a similar opinion from a man Avho had spent many months in hospital. This man Avas grateful and full of praise. A lady from had said that the Whakatane hospital compared more than favourably Avitli those in other towns Avhere she, had been a patient. "Board niembers," concluded Mr McGougan "could draw from his re--9 marks the fact that all the noise and rumours they may hear from outside wasn't all 'gospel'." Members in Support Mr Caulfield said he could back Mr McGougan up. He had tried hard but could not find a disgruntled person.

Mr F. Burt: In future if a Board member received complaints I consider that he should lose no time in bringing it to the notice of the board right away—not wait, for six months to elapse, when it's hopeless to trace it. . M.r Mullins: I am fully satisfied with the general administration. It's impossible to satisfy everybody but if those in charge are willing to investigate any complaints when they come, up # we can't do more. I feel certain that the complaints are coming from a very small minority. Mr Suckling agreed that most of the complaints had probably arisen out of isolated incidents which had been magnified and built up. If they had been handled at once they could have been overcome. Mr McGougan: The criticism has been most unfair to the staff. Complaints Committee Suggested l The chairman (Mr L. Buddie) said that since the, matter cropped up he had given 'it a lot of thought. Whatever had been the policy of the Board in the past there was certainly a need for rectification of the Board's methods of dealing with complaints. For any one member to lodge complaints and make insinuations unsupported by facts and when asked to substantiate his remarks, to reply 'that's for you to find out ' was not the procedure which should be countenanced. It was most unfair to the doctor the a matron and the staff, and was not even British jusice. Any complaint should be made in proper form so that the persons involved would (Continued in next column)

know exactly what it. was a and be given the opportunity of meeting and answering the charge. To put the matter on a business-like basis he, suggested the formation of a 'complaints committee' which could in future deal with all such details. Possible Constitution' * Mr Buddie said that if such committee were formed, any person having a legitimate complaint would be perfectly free to use the committee and adopt its operations. He suggested that the committee' should be governed by the following points:— (a) All complaints to be handed the secretary in writing. (b) The committee when handed the complaints to have the right to take full notes of persons concerned and all facts in support of the allegation* (c) The committee to go thoroughly into all matters concerning the matter and having arrived at a decision to make a recommendation to the Board at its next meeting. (d) The committee have the power to recommend whether the matter should be deal! with in committee or otherwise. In this way no publicity would be given the matter unless the Board decided to do so. From the above said Mr Buddie it. should not be taken that the Board was not prepared to hear and investigate any matter pertaining to the hospital at any time. On the motion of Mr seconded by Mr Mullins, it was agreed to set. up such 'complaints connnitthe members to be the members of the existing 'visiting committees' from time to time. Messrs Burt and Suckling were appointed to the, position for the ensuing month.