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"The colonoscopy experience"

About: Bunbury Hospital / Surgical Ward

(as the patient),

Three days of prep were arduous especially the last day and night before the procedure. The cleansing drinks tasted dreadful and made me nauseous. Was very difficult to go 24 hours on  clear fluids only. I felt very weak and spaced out on morning of admission. However I accept it all as necessary. 

My admission process experience has always great at this hospital but this time I encountered an admissions nurse who I think needs training in interpersonal skills. They were in a hurry I guess. I felt they lacked warmth and was quite curt towards me. All that is fine as I understand they're under pressure.

However I felt stressed when they asked me about allergies and I couldn't remember the name of an antibiotic I have a bad reaction to. I recall the nurse seemed surprised I couldn't remember and kept asking me, and being extremely tired and washed out, I was placing my hands on my head, as a gesture I was trying to think, but under pressure my mind went blank. I recall that they then looked at me and said, are you normally as confused as this? I was very taken aback as although tired with a headache I still felt perfectly clear mentally. I replied "No I'm not confused, I've just forgotten the name of an antibiotic." I recall the nurse then said, well what is the name - can you remember it? My reply was that no, at the moment I can't. They then replied, yes, so are you normally this confused? I replied that I don't feel confused at all, and when I remember the name of it would let them know, but in the mean time I did know it is a type of penicillin. Subsequently I remembered the correct name and gave it to them.

I feel that this nurse saw that my age is 75 and seemingly took great relish in interrogating me and trying to label me as a confused (demented) old person. Fortunately I didn't react and stayed calm, maintaining that I was in no way confused.

I think that no one should be arbitrarily labelled as confused in a situation like this, and age should not be used to categorise in this way.  I found it upsetting, demeaning and I felt discriminated against. I don't want to make a formal complaint. Everything else about my admission and procedure was excellent. I just had bad luck encountering this nurse, who I think needs to do some work on their awareness and no doubt was having their own issues on the day. Just wanted to share what it feels like being on the receiving end of seemingly thoughtless words!

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Responses

Response from Karen Horsley, Co-Director Stream B, Bunbury Hospital, WACHS - South West 5 days ago
Karen Horsley
Co-Director Stream B, Bunbury Hospital,
WACHS - South West

Stream B includes: Surgical, Maternity, Paeds, Theatre, DPU, Waitlist and HSSU

Submitted on 26/06/2025 at 1:37 PM
Published on Care Opinion Australia on 1/07/2025 at 4:15 PM


picture of Karen Horsley

Dear Don’t Assume

Thank you for taking the time to share your experience with us.

I’m truly sorry to hear how challenging your recent visit was. Undergoing extended colonoscopy preparation can be extremely physically and emotionally taxing, and I sincerely apologise if the process added unnecessary stress or discomfort.

We genuinely strive to provide care that is not only clinically sound but also compassionate and patient-centred. It's clear from your message that we did not meet that standard during your recent experience, and for that, I am very sorry.

Your feedback is incredibly important. I would appreciate the opportunity to speak with you directly to better understand what happened and how we can improve. Our goal is always to support our patients with empathy, dignity, and the highest standard of care, and your insights will help us do just that.

If you are open to meeting or chatting with me, please contact our consumer feedback department via email at: swfeedback@health.wa.gov.au or via telephone on 08 9753 6537, and we will arrange a time for us to chat.

I hope to hear from you soon.

Warm regards

Karen Horsley

Service Co-Director

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