"Concern About Poor Service in the Emergency Department"

Dear Sir or Madam,

I am writing to express my deep concern and disappointment regarding the service my family and I received at your hospital’s Emergency Department. We attended in the late afternoon. with our baby, who was suffering from a severe allergic reaction and intense skin itchiness.

Initially, everything seemed fine. After completing the triage process, a nurse directed us to a single room located opposite the doctors’ area in the Emergency Department. However, we waited for several hours, and unfortunately, no doctor came to examine my baby. During this time, my baby was crying continuously, itching all over their body, and rolling on the bed in distress. As parents, it was extremely painful for us to see our baby suffering.

Around 4 hours after presenting, someone came and gave our baby an antihistamine, but still no doctor attended to their condition. We continued to wait another hour and 15 minutes., but no medical staff came to assess our baby, even though it seemed that doctors could clearly see us through the glass door. We also observed some staff members from other departments chatting inside the doctors’ room instead of attending to patients.

We repeatedly asked the nurses about the waiting time, and each time we were told that our baby would be seen next. However, after more than five hours of waiting and no sign of a doctor, we sadly decided to leave the hospital in the late evening without receiving any proper medical attention.

This experience was deeply disappointing and distressing. We have never encountered what we felt to be such negligence or lack of care in any other hospital in Sydney. We strongly feel that this level of service is unacceptable and must be addressed urgently to prevent similar incidents in the future.

We would appreciate it if you could investigate this matter and provide an explanation or assurance that such an incident will not happen again.

Thank you for your attention to this serious issue. I look forward to your prompt response.

Kind regards,