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"Lack of information"

About: Sale Hospital / Emergency Department Sale Hospital / Medical Imaging

(as the patient),

I presented to Emergency last month in the evening, as I had blood in my urine and was concerned.  I was asked to do a urine sample, by I think a nurse at the counter,  then sat in the waiting for over an hour, then called into the triage room and back to the waiting room, eventually getting called into a cubicle.

I had an examination and was told I needed bloods and further investigations. I waited another hour before asking a nurse going by what was happening.

A doctor came and talked to me, but I was unable to understand them due to language barrier. After some time, when I was not clear on what was happening, another doctor came and told me I needed bloods. Next thing was a nurse wanting to put an ID band on and was telling me I was staying the night without any clear reason.

The other doctor came and said that they were unsure if pathology would be in at all overnight, maybe not until 0800 on the following morning.  They said I should stay the night, but I wanted to go home to get some sleep as it was by now around 0200. 

I returned later that morning, had a much better experience with nursing and medical staff, had a CT, was told I had a kidney stone that would be too big to pass and it would need intervention. I was told I would more than likely need surgery, but they would have to wait for the ultrasound, which was going to be booked for me., but I have no idea who is organising or what I do about having any treatment.  I got a phone call later that week one morning and had my ultrasound, but no one is able to tell me what happens from here, or what treatment I need.

The only information I was told was if I had pain to return to ED. 

I feel there should be a better explanation on what is happening at the time and also future plans. I have no idea where to go to from here

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Responses

Response from Tracy McConnell-Henry, General Manager Clinical Operations, Central Gippsland Health last month
Tracy McConnell-Henry
General Manager Clinical Operations,
Central Gippsland Health
Submitted on 22/09/2025 at 12:43 PM
Published on Care Opinion Australia at 1:22 PM


picture of Tracy McConnell-Henry

Dear Unsure,

What you have descsribed is not the experience we want anyone to have when they seek our care. Presenting to ED can be a stressful time and I am sorry that your experience was not what we strive to provide.

We are working hard with our teams on our Excellence in Care program, a major component of this work is centred around effective communcation, which, in your case, we did not meet the standard we set for our selves. Please be assured I will take the concerns you highlighted back to the team as we recognise how important a clear plan that is well communicated is.

I hope you are on the road to recovery.

If you wish to discuss anything further, please contact me on 03 5143 8512 or via email at tracy.mconnell-henry@cghs.com.au.

Kind Regards

Tracy McConnell-Henry
Acting Director of Nursing

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