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Wait time for treatment

Posted By Crushed

"Wait time for treatment"

About: Bairnsdale Hospital

(as the patient),

I had a serious fall onto my back. An ambulance was called and I was conveyed to BRHS. The trolleys were ramped up and the paramedics were keen to get moving. It would be over an hour for a handover they explained. I consented to being put into a wheelchair and parked in the ED reception area.

In about half an hour a doctor / intern saw me . They said I'd need an x-ray. This was at 4 pm. At 11 pm I appealed to male nurse at the desk for pain relief. They seemed reluctant. I explained I'd had 2 Panadol at 3 pm when the Ambos arrived. They argued with me about the time I had arrived when I said I'd been there since 4 pm.  I rang my partner who doesn't drive. I was distressed. I was the last person in the reception area. Out loud I told my partner that I still had not had an x-ray and that the nurse thinks I'm a melingerer.

Shortly after that call the nurse announced that I would be having an x-ray. At 11.30pm I was given a ct scan.  Half an hour later just before midnight a doctor explained that I had a crush fracture to the L1 vertebra. The good news was that I would not need to be operated on as there was no danger to spinal cord. I was told to rest as best I could. No lifting or lengthy standing.  Take panadol and ibuprofen Visit my doctor. Discharged. I rang my daughter, she drove me home. 

I believe it was obvious that my ct scan has not been ordered. Other people in the waiting area had been x-rayed ahead of me. 

I have been to ED about three times with other people since that time sitting with them while they wait for treatment.

It seems to me that the doctors I've seen on duty are the most inexperienced doctors. In my opinion, it takes time for the doctors I have seen to check their facts before calling in more experienced doctors to attend. Or, they consult remotely with more experienced diagnosticians. This all takes so much time. I watched a registrar spend 45 minutes at a screen trying to get things right to consult with a remote clinician.   I think this is the main reason for bottlenecks and ridiculous wait times in ED at BRHS and perhaps at other emergency departments. 

In my opinion, they need to staff with the best not the least experienced. 


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Responses

Response from Care Opinion Australia last month
Care Opinion Australia

Submitted on 25/07/2025 at 11:50 AM
Published on Care Opinion Australia at 11:56 AM

This response has been published by Care Opinion on behalf of Bairnsdale Regional Health Service.

Dear Crushed,

This sounds like a very distressing time; a fall like that would have been frightening and I am so pleased there was no danger to your spinal cord.

Bairnsdale Regional Health Service (BRHS) want to extend our apologies for the frustration and disappointment experienced during this visit to BRHS. Please know that consumer concerns matter to us, and we're truly sorry that this experience fell short of what was expected.

Without confirmation of the exact date of presentation or access to the consumer's specific details, it is difficult to gain a full understanding of the situation, particularly as we are unable to review the Electronic Medical Record.

However, we acknowledge that the consumer was ramped in the ambulance bay before being transferred to a wheelchair and subsequently waited further in the Emergency Department waiting area. This suggests that the hospital may have been experiencing a period of high demand, which can unfortunately impact patient flow and lead to longer wait times and delays in care.

We recognise how distressing and frustrating this experience can be. Overcrowding in Emergency Departments is a known challenge that affects timely access to care, and we are continuously working on strategies to improve this where possible.

We also acknowledge that the request for pain relief should have been responded to more promptly. Based on the documented times between presentation and the request, it appears the administration of pain relief was delayed unnecessarily. We are truly sorry that this occurred and for any discomfort or distress this may have caused.

In regard to the medical imaging request, we regret that we are unable to confirm whether it was submitted in timely manner due to limited information.

Finally, while our staff follow the Australasian Triage Scale - a system designed to ensure the sickest patients are seen first - we understand that this process can sometimes feel unfair, especially during long waits. We deeply empathise with the frustration this may cause and appreciate your patience during such a challenging time.

Please know that your feedback is valued and will be used to reflect on how we can continue improving patient care and communication. If it would help you, I would be happy to provide a more specific explanation about what happened on the day of your visit. If you would like us to do this, please contact me on feedback@brhs.com.au or 5150 3241 so we can review the records and talk you through the details.

Kind regards,

Ann-Maree

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