"Care Complaint"

I came through ED as I was having really bad stomach pain one early morning last month. I was admitted to Bunbury Hospital the following night as the surgeon suspected gastritis and wanted to monitor my pain levels overnight. The next morning I was seen by the surgeon and doctor, and a gastroscopy and biopsy were scheduled.

The morning nurses I saw, including the head nurse, were absolutely wonderful—caring, attentive, and reassuring. Unfortunately, my experience in the afternoon was very different.

After my procedure, I was drowsy and unable to communicate properly with my spouse, who was waiting in the day procedure area for updates. Despite the receptionist asking on their behalf, and assurances from staff that someone would come and speak to them, no one did. My spouse waited for over two hours without any information before they had to leave to collect our children. Later, I asked a nurse if they could update my spouse, and although she kindly tried to help, I understand the head nurse again failed to follow through.

By 6 p.m., a doctor came to write my prescription and confirmed I was ready to be discharged. However, there was still no clear explanation provided about my condition, my results, or the next steps. I recall the head nurse ignored us, delayed removing my IV drip, and appeared to be socialising rather than attending to their duties, despite the fact that there were only three patients left in the ward. When another nurse eventually came off break, the task was handed over to them, but I believe they were not properly briefed and gave me incorrect information.

For example, I was mistakenly given the surgeon’s private clinic number and had to call the hospital multiple times to chase my results. Each time I was transferred around without proper explanation, and I was told I could not be given information over the phone. In the end, I had to return to the hospital in person, only to be told that I needed to complete a release form before I could access my own discharge papers and medication records—despite showing full identification. This process caused unnecessary stress and confusion at a time when I should have been focused on recovery.

I want to be clear that many of the nurses I encountered were excellent—especially the morning staff, who demonstrated professionalism and genuine care. However, I believe that the conduct of the afternoon head nurse was unacceptable. They did not communicate with me or my family, failed to provide basic information, and gave the impression that they prioritised chatting with acquaintances over their patients. This lack of professionalism created unnecessary delays, confusion, and distress for both myself and my spouse.

I respectfully request that this matter be reviewed, particularly regarding:

•The lack of communication with patients and families,

•The incorrect and incomplete discharge information provided, and

•The unprofessional behaviour of the afternoon head nurse.

I believe that clearer processes, better communication, and consistent professionalism would have prevented much of the stress and frustration I experienced.

Thank you for taking the time to consider my complaint. I hope this feedback helps improve care for future patients.