"Formal Complaint Regarding the Treatment of my child"

I am writing to file a formal complaint regarding the unacceptable care and treatment my child, received at the Armadale Hospital Emergency Department earlier this month.

My child was brought to the hospital at approximately 11:00 PM on the recommendation of a telehealth nurse due to severe stomach pain. Upon arrival, we were required to wait for triage and then again at the clerk counter. Despite my child's evident pain and distress, we were asked to wait for a doctor to become available.

During this time, I approached the nursing counter multiple times to request assistance for my child's suffering. The staff repeatedly informed me that we had to wait. The behavior of the clerks was particularly distressing; one clerk looked at us, rolled their eyes, and made what I felt was a rude gesture. I recall both clerks displayed a rude and unwelcoming attitude that made us feel as though we were an inconvenience.

After being moved to an inside waiting room at approximately 12:30 AM, a doctor attended to my child. The initial assessment was inconclusive. We were then moved to an assessment bed where a second assessment was performed, and the recommendation was to administer another dose of Panadol or Ibuprofen. My child was also suffering from constant pain and diarrhea.

At approximately 2:45 AM, a second doctor attended. They performed an assessment and suggested giving my child Buscopan and anti-nausea medication. I was then shocked when they stated that my child's condition was not an emergency and that the bed was needed for other patients. Following this, nurses approached us at least three times to pressure us to leave the assessment area. My child, who was exhausted from the pain, was finally able to rest, but their stomach muscles were still contracting. Due to the constant pressure from staff, we felt compelled to leave the hospital at around 4:00 AM.

Following our departure, my child's pain continued. After two separate telehealth consultations with our GP, we were instructed to go directly to Perth Children's Hospital. Despite my child's condition, the ambulance service assessed their case as a priority 3, and I was advised to drive them myself.

At Perth Children's Hospital, my child was admitted to the emergency area very quickly and remained there from 6:00 PM (the evening of the day we were discharged) until approximately 11:00 AM the following day. They underwent multiple tests, including two blood tests, two X-rays, a stool test, an ultrasound, and a CT scan. My child had to be on strong pain medication, including Oxycodone for three days. 

I strongly believe that the delay in treatment led to a severe inflammation of my child's stomach and intestines and this could have been avoided if they had received proper care at Armadale Hospital. The apparent unprofessionalism, and what I felt was lack of empathy displayed by the staff I saw, particularly the clerks and the second doctor, is deeply concerning. The remark that the bed was needed for another patient was, in my opinion, an inhuman act that put my child's health and life at risk. I believe the delayed treatment was a direct result of the unacceptable conduct of your staff.

I request a full investigation into this matter and appropriate action be taken to ensure that no other patient or family has to endure a similar ordeal.