Care Opinion

Text size

Theme

Language

Help with language translation
Help with reading or listening

Lack of staff and facilities

Posted By fireoz61

"Lack of staff and facilities"

About: Swan Hill District Hospital / Emergency Department

(as the patient),

I feel Swan hill district health Emergency department is failing and needs urgent help to keep running.

Was at ed for severe ear infection couldn’t even keep water down for about 5 days, The ED dr came to the waiting room and said all beds are full, I'm the only dr on for ED department and acute wards (regular occurrence for this hospital is to have 1 dr on over night) said for people to try and get a gp appt or virtual ed, said will see you if you stay but will be extended wait times. Several people walked out and went home i was one.

I understand that not everyone who left that day got a gp appt the next day because it seems there is just nothing left at the GP clinic either they are over full too.

Based on my experience, when you ask others in the waiting room the conversation is all the same.

My family and I are now seriously considering travelling 2.5hrs to Bendigo for medical assistance, whether it be a ED or urgent clinic open at that time.

I believe this hospital and the swan hill community needs urgent help to safely keep running and keep people alive, I think we also need a urgent care clinic at a minimum, more staff, more housing for the staff.

Why did SHDH seemingly waste money on a new hospital if they can't even seem to get staff to run it?

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Chloe Keogh, Executive Director of Clinical Care, Executive Offices, Swan Hill District Health 4 weeks ago
Chloe Keogh
Executive Director of Clinical Care, Executive Offices,
Swan Hill District Health

Overall responsibility for the running of the health service, reports to the Board of Management. Acting for 3.5 months to replace Long Service Leave.

Submitted on 11/04/2025 at 3:16 PM
Published on Care Opinion Australia at 3:42 PM

picture of Chloe Keogh

Dear fireoz61,

I do not have the answers to all the points you have raised, but I really appreciate you articulating what your experience was at this time with your ear infection. I am sorry that we were not able to treat you sooner in ED, and that this night was so busy that a number of people didn't get the treatment they were expecting with us. There is nothing worse than an ear infection, and I am sure this would have been a frustrating experience for you.

We often have our beds full in the wards, however this should not impact directly on patients in the Emergency Department waiting room getting treated, or at least starting treatment that makes them start to feel better. On average in Swan Hill District Health we admit 5 people to the Acute ward each day through from the Emergency Department, and then we also have admissions from surgery, and transfers from other hospitals.

VVED (Victorian Virtual Emergency Department) is an amazing inclusion to the Victorian health system that hospitals, ambulance and the public can all access to get virtual care that is free for non life threatening emergencies. We do try to inform patients in the waiting room, and in the community about this because it can provide a suitable answer to your health concern, and you are speaking directly to a clinician virtually.

The ED team all had a discussion this morning about your feedback, how they can work as a clinical team to support patients who have presented to get treatment- to get support before the Doctor sees them and treats them and how to improve the patients journey through our facility. We have also been looking at the GP clinic and the appointment availability (which is really challenging at the moment, and about a months wait).

I appreciate that you and your family are considering driving to other places to get emergency health care, due to your experience here locally. You are certainly entitled to having choice in where you go for healthcare. What we are trying to improve is the care as close to home as possible in our new emergency department facility that supports the local community when they need it, and getting GP care in a timely manner when they need it.

Again, please accept our apology that you had such an experience, and please reach out to discuss this or other ideas for how we can improve the waiting room experience to me on ckeogh@shdh.org.au. We take your feedback really seriously and I know this story that you posted has provided cause for a lot of reflection from the clinicians and ED ward clerks.

I hope your ear infection is on the improve.

Kind Regards

Chloe

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k