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ED triage lack of confidentiality

Posted By AlbanyParent

"ED triage lack of confidentiality"

About: Albany Health Campus / Emergency Department

(as a parent/guardian),

Attented ED with my child and had to explain why we were there.  Asked for privacy as people in the waiting room can hear what is said.  Told there is nowhere to do that.  Had to tell the nurse and the whole waiting room that my young child had taken an overdose and provide the details of it.  No way to speak quietly as the nurse couldn't hear through the barrier, despite the gaps.  I was extremely angry and upset that I had to breach my child's confidentiality in a public place with no other options.  There could have been people who knew us, peers, friends, etc. overhearing what was said when it should not be public information.  The layout of the ED is ridiculous, with the entry past the triage area blocked by people, chairs and monitors.  

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Responses

Response from Kate Hambleton, Director, Albany Health Campus, WACHS GS last month
Kate Hambleton
Director, Albany Health Campus,
WACHS GS

Submitted on 11/09/2025 at 9:57 AM
Published on Care Opinion Australia at 4:49 PM

Dear AlbanyParent,

Thank you for taking the time to share your experience at the Triage Desk in the Emergency Department on the Albany Health Campus. I want to acknowledge how distressing and frustrating the lack of privacy was for you and your child and apologise for your experience.

EDs and their waiting rooms are complex and often noisy environments. It is our role to balance our patients’ right to privacy and confidentiality with our ability to monitor patients in the waiting room, particularly when there are high numbers of people accessing service. In response to previous feedback, we have repositioned the Triage Desk waiting chairs to be further away from the desk and created a quiet room behind the triage desk to allow for more private conversations. It seems that this room was not available at the time of your visit with your child.

We have shared your story with the ED and Hospital leadership teams so that they can reflect on your experience and ensure that our patients’ right to privacy and confidentiality are always considered.

With best wishes.

Kate Hambleton

Director, Albany Health Campus

WACHS Great Southern

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