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More stories about Great Care
Incredible support during
a life-changing process
Great care provided
by diabetes nurses
Great care
from a family doctor
A long-term
family doctor
New hearing
aids
Great care provided
by eye specialist and staff
A visit to a dental
hygienist
Mental health services: Magic happens
when people listen
A positive experience
with a hospital pharmacist
Great Care at a DHB following a major
operation
Great Care in a Rest
Home
Incredible support during a
life-changing process
I was born in the wrong body. For most of my life I struggled in
a male shell, and all the time the real me struggled to survive.
Many years ago I made the move, and started on the Ministry of
Health Protocol for gender reassignment.
What a struggle that was. Year in year out, jumping through
hoops. I felt so low so much of the time; I did constant battle
with that part of me that just didn't fit. The first phase of
surgery was done many years before I got to have the final
surgery.
The team I dealt with is in another part of the country. The two
specialists involved in the final phase of the protocol were a
psychiatrist, an amazing lady, and a very experienced surgeon who
can only be described as a true gentleman.
Their compassion, encouragement and expertise got me through the
last phase of my gender reassignment beautifully. The psychiatrist
actually came to see me after the surgery in her own time. What a
wonderful caring person. The surgeon phoned my friend after the
procedure was complete, again in his own time, to let her know I
came through the surgery, and was recovering well.
I am absolutely delighted with the results of my surgery, and am
so proud to have received compliments and support from such an
expert team. It would be awesome if every health care provider had
the same attitude as them.
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Great care provided by diabetes
nurses
My parents are over 75 years old and both of them are diabetic.
I remember that when they arrived in NZ, the doctor referred them
to the diabetes nurses for follow up. It was a big surprise for my
parents initially, as they didn't realise the large role played by
diabetes nurses. Really great care is being provided to my parents
who speak no English at all. Interpreters are always provided to
make sure my parents understand the information.
Diabetes nurses have made a big difference to our family as my
parents have relied on us a lot. Their involvement has taken the
pressure off us. My parents prepare themselves every three months
with a list of things to ask the nurse about.
My parents and I have found the care wonderful; my parents
learnt how to use the Gloucometer, and they are doing very well
with this. The nurse organised for my father's eyes to be
checked by the specialist, and he was diagnosed with a cataract for
which he has now had surgery.
My parents have been referred to the podiatrist by the diabetes
nurse and every time they meet the nurse checks their blood
pressure and refers them to have a blood test or books an
appointment to see the doctor if necessary.
The other thing my parents like is that the nurses organise a
day to bring people with diabetes together where they talk about
nutrition and sometimes bring food.
I would like to take this opportunity to say a big thanks to the
diabetes nurses for a great job looking after my parents whom they
treat with respect and provide with great care. Thanks also for the
emotional support provided to my parents by these nurses during
their journey with diabetes. Thanks for monitoring their condition
and medication to make it easy for them and the family.
(Written by the daughter with the
parents' knowledge)
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Great care from a
family doctor
We have had our family doctor for well over 30 years. I have
always found him to take the time to listen and provide positive
advice not only for me but for my wider whānau members. This makes
me feel reassured that I am being provided with great care and I'm
not just a number!
Last month I suddenly fell ill at work with a severe intense
headache. My employer immediately sent me to my doctor. He was
extremely thorough with a full check up and consultation. I was in
his room for easily over an hour!
My GP decided to consult with the on-call registrar at the local
hospital emergency department and provided a very comprehensive
outline of my history, current symptoms and concerns. I was
completely amazed by his precision, accuracy and professionalism.
One of the comments made over the phone to the registrar which
really impressed me was; 'This patient is not in a distressed state
at this time, however she is not one to complain or cause a fuss
therefore I recommend further immediate investigations'.
As a result of the conversation between the two doctors I was
sent immediately to the emergency department where I undertook
extensive tests including a brain scan. I was found to be suffering
from a severe migraine, an side effect from a recent medication I
had been taking for gastro reflux. The medication was stopped and
replaced. The severe headache symptoms ceased and all thanks to the
efficient and high standard of care provided by my doctor.
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A long-term
family doctor
I am one of the lucky few that has had the same GP for over
15 years. He knows and understands me and my family, and has
always provided thorough, professional care to us. At times
when I have felt overwhelmed, he has provided a listening ear and
sound advice. He is non judgmental and very caring.
When I go to him with a question he respectfully listens and
then answers with full information that is practical and medically
sound. My children think he is wonderful and call him "Dr Monkey"
due to a story he told them years ago about the importance of
having bananas on his Weetbix at breakfast time! In our house,
going to the doctor is not a bad experience as we all know that we
will receive the best care we can possibly get.
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New
hearing aids
A long-term hearing aid user attended a session with a hearing
aid provider to discuss new hearing aids. The consumer had
recently arrived in New Zealand from abroad and was not aware of
the system or what was available in terms of technology.
At the beginning of the first appointment the provider informed
the consumer that an up-to-date hearing test was required to
determine the current situation with their hearing, and that it was
recommended they have their ears cleaned prior to the test to
maximize the ears' functioning. The consumer agreed to this
procedure and before commencing the provider asked the consumer if
they had an interest in the technology being used and if so, would
they like to observe the process on the computer screen. For
the first time, the consumer was able to see the inside of their
ears and the actually cleaning process being undertaken.
When abroad the consumer had often found the ear cleaning
process frightening as it requires a probe to be placed inside the
ear and can involve discomfort. Without being able to see
what was taking place the consumer would often be tense throughout
the process which in turn made the process longer and more
uncomfortable.
In this instance the provider had informed the consumer what was
required, checked the consumer's level of comfort with medical
information/procedures before proceeding, and educated the consumer
in the function of their ear and the process being
undertaken. In so doing the provider 'demystified' the
process for the consumer, reduced the level of anxiety around the
procedure and thus made it faster and more comfortable and
empowered them to be a part of the process rather than having a
process done to them, a feeling the consumer had often had in the
past.
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Great care provided by eye
specialist and staff
I recently had the misfortune to injure my eye. Initially, I
assumed it was a minor irritation/infection and treated it with eye
ointment, which had no impact, and it continued to be extremely
sore and sensitive to light. After ignoring the problem for a day
or two, and it now being Friday morning, I decided it best to seek
advice and/or a consultation with my eye specialist whom I attend
on a regular basis having previously had a macular hole in my
retina surgically repaired.
As always, his staff were attentive and listened carefully to my
problem, which they relayed to the specialist. The specialist
advised I needed to obtain an urgent appointment with my general
practitioner or another doctor if mine was not available that day.
If the GP thought it necessary then they should contact the
specialist directly to seek advice.
My GP was fully booked but once the problem had been described
and the request from the eye specialist's rooms explained, I was
offered an appointment with another GP. The GP was extremely
careful and thorough, and detected the tear on my cornea which had
resulted in an infected ulcer. The GP contacted the specialist's
rooms and I was given an urgent appointment despite the extremely
heavy caseload of the specialist who was dealing with other
emergencies.
At the consultation the specialist confirmed the diagnosis, gave
extremely thorough and clear instructions on care and treatment
until the next consultation early the following week. I was advised
to contact his rooms immediately on Monday morning should I feel
the problem was not starting to improve or to seek urgent medical
assistance over the weekend if any deterioration occurred.
Over the following week my eye specialist followed up on the
healing and recovery of my eye with careful instructions on the
last consultation to contact his rooms immediately should I notice
no further improvement and/or any deterioration or recurrence. I
would like to acknowledge the great care I received not only on
this occasion from my eye specialist and his staff, but also for
all the previous occasions over the past six years. Thank you from
a grateful "seeing" patient.
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A visit
to a dental hygienist
I visited a dental hygienist for the first time this year after
an appointment with a periodontist the week prior. As I have a
significant phobia in regards to dental treatment, I was extremely
apprehensive about this visit. My periodontist treatment had
left me with very little information about my condition, and a
significant anxiety in regards to the treatment required.
The hygienist was reassuring in manner and took time to discuss
the content required on the patient information form with me. She
acknowledged my phobia and discussed the options available to me
for this, and any future consultations.
Following the examination I was provided with pamphlets about my
condition and the hygienist showed me some additional techniques to
improve my dental hygiene. The cost of further treatment was
outlined and the terms available for payment were discussed which
provided me with an assurance that the options discussed were
affordable.
I left this consultation with a better understanding of my
condition and really impressed that the care I received supported
me during such a stressful time.
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A positive
experience at the pharmacy
Having a delicate female problem, I went to a pharmacist and
spoke to the lady assistant there. The assistant was very helpful.
What I liked was that she took me over to a private area, and spoke
very quietly and respectfully to me. In a respectful manner she
asked questions about other medications I was taking, if I was
pregnant and explained how to use the medication. The assistant
then went and got the treatment and put it straight behind the
counter in a bag, then went on to show me other medication that
would help. I was embarrassed about asking for the treatment but
she put me so at ease, she was very discrete, professional and I
really appreciated that.
I will definitely go back to that pharmacy.
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Mental health services:
Magic happens when people listen
I have had a lot of health problems over the years. A long time
ago I was diagnosed with post traumatic stress disorder and
anxiety, along with multiple allergies. I managed reasonably well
until the last couple of years when I started getting severe back
pain. The cause for the pain was diagnosed but unfortunately
surgery was ruled out as too risky. I have many allergies to
medications, and was afraid to try anything I am not familiar with,
which meant that the pain wasn't under good control.
The first health professionals I saw were not helpful, however
my friend, who is a registered nurse, was so worried about me that
she took me to the hospital emergency department. The doctor who
saw me there was awesome. He listened to me and reassured me that
they would monitor me closely if I accepted proper pain relief. I
agreed to accept the medication he offered, and the relief was
amazing.
He called the mental health crisis team over and they were just
as fantastic, the team leader got me an urgent appointment with a
psychiatrist who was so helpful. He really listened to me. He had
read my file before I arrived; he understood my circumstances and
encouraged me to have continuing pain management with a specialist.
He even said he was sorry that I had had such a distressing
experience with other health professionals I had consulted. I am
now receiving the correct treatment for my condition.
My health is improving, both physically and mentally, all thanks
to a team of people who actually took the time to listen and
understand where I was coming from. It is amazing what can happen
when someone listens.
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A positive experience with a
hospital pharmacist
While travelling, I became ill and attended the local hospital's
GP clinic where I waited a couple of minutes before being seen by
the doctor who treated me with respect and listened to what I had
to say. The doctor prescribed medication which could only be
obtained from the hospital pharmacy.
When I arrived at the pharmacy I discovered I did not have my
MOH Prescription Subsidy Card. The pharmacist was so helpful, she
said she would ring my local pharmacist and get my card details.
She took the time to look up the telephone number and contacted
them just so I did not have to pay for the prescription. When I was
given the prescription she went through the side effects with me
discretely, was very helpful, treating me with respect and fully
informing me about the medication and possible side effects.
It was a very positive experience. It is so nice to receive good
care from health providers when you are not feeling well.
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Great Care at a DHB
following a major operation
Two years ago I was booked for a major operation at our local
hospital.
Because of the complications that could arise with this surgery
I was very anxious and concerned. The morning of the surgery I was
able to meet with the consultant surgeon, the registrar and the
anaesthetist who all greeted me with warm smiles and provided me
with the information I sought to reduce my fears. I found this
experience really positive and was able to relax when they wheeled
me into the operating theatre.
I awoke from my surgery to the most caring, dedicated nurse I
have ever come across who provided me with the utmost great care I
could have hoped for. I had reacted to the anaesthetic and needed
to be kept under supervision and closely monitored. She stayed with
me continuously and made sure I felt no pain and was comfortable.
She mopped my brow and spoke gently to me whilst no doubt
performing the required duties as well.
The care I received once I was taken to the ward was also
outstanding. There was a high ratio of nursing staff that were
always available with a friendly manner and warm hands! I entered
the hospital feeling anxious and left five days later blown away by
the wonderful care I received. If I ever need another operation at
that hospital I will feel confident about going there. A big thank
you and well done to the amazing dedicated staff!
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Great Care in a Rest
Home
A son tells of the wonderful attitude and care provided by the
owner/manager of a rest home who goes the extra mile for the
residents. She makes a special trip to visit any of them in
hospital even though the hospital is some distance from the rest
home. She is very happy to accommodate special food for vegetarians
and often invites partners to stay for lunch.
The staff turnover is very small and the most recently employed
person joined the staff three years ago. A source of delight
to residents and their families is a collection of china pigs that
mysteriously move around the garden.
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Great life saving care in
a hospital's intensive care unit (ICU)
My son has a permanent lung disease, is intellectually disabled,
and profoundly Deaf.
He suddenly developed pneumonia over a period of just one day.
This progressed rapidly until he needed to be admitted to hospital
through A&E. He was immediately taken into ICU and given the
medical care he needed. He was put into an induced coma for seven
days which included being tube fed and on a breathing machine.
The breathing tube was removed on the seventh day but he was
struggling to breathe. He was removed to a side room, an ominous
sign I thought, but gradually there was an improvement in his
breathing and he began to open his eyes. Three days later he had
progressed enough to be moved to the respiratory ward where he
continued to slowly improve with eating and drinking.
I cannot express enough my gratitude for the skilled,
compassionate and thorough care he received in both the ICU and the
respiratory ward. He wanted for nothing. The staff kept us
constantly informed as to what procedures they were carrying out,
and were always aware of how traumatic this experience was for all
of us.
The staff at my son's community home also stepped up to stay
with him on 8-hour shifts to cope with any problem behaviours and
to interpret the Makaton signs he uses to communicate.
To all these people who had a part in helping my son, I thank
you, and I so very much appreciate your amazing skill and care. He
was discharged 12 days after admission and continues to astound us
all with the progress he is making still.
We will forever be grateful to you.