"Waiting for hours in pain"

Dear thubanee67,

Thank you for your feedback. We are sorry to hear about your recent experience and the prolonged discomfort you endured while waiting for care. It is not the experience we want for our patients, to sit in pain without adequate updates or support, and we understand how frustrating and distressing that must have been.

While our triage system is designed to ensure that the most critical cases are seen first, we recognise that being in pain, regardless of condition, deserves timely attention and compassionate care. We regret that you were not reassessed or offered relief during your wait.

Your comments have been shared with the appropriate teams, as they underscore the importance of improving how we monitor and support patients after triage, especially those in visible discomfort. We are committed to learning from this and making meaningful improvements.

We would appreciate the opportunity to better understand the specifics of your visit. Please contact us at SESLHD-SSEHNursingExecutive@health.nsw.gov.au so we can follow up personally.

Thank you again for bringing this to our attention, and we sincerely hope you are now on the mend.

Regards,

Natalie Maier

Director of Nursing Service

Dr Pauline Rumma

Director of Clinical Service