"Long wait times, poor care and poor communication"

I am writing to express my serious concerns regarding the care my parent, who has confirmed COVID-19, received at the BCH Emergency Room. My parent also has several pre-existing conditions, including a heart condition and diabetes, which make them particularly vulnerable.

Upon my arrival, I was informed by my parent of a significant lack of communication regarding their wait time/care. When I sought an update, specifically highlighting their heart condition to emphasize the need to minimize their exposure, I was met with what I felt was a condescending attitude from the triage nurse.

I was informed of a further wait of a minimum 1-4 hours, my parent had already been waiting for over two hrs. When I pointed out that other patients had been seen and discharged during this time, I was told that this was due to the triage process, and that there were many other sick people. I suggested limiting exposure for these vulnerable patients, to which I was told that this is an inherent risk of coming to the emergency room.

My parent was not given a temperature check during triage, nor did their condition seem to be taken seriously at all. I had to inform the triage nurse that my parent felt warm and noted the nurse had not taken my parent's temperature when they were triaged. The nurse then came to check my parent's temperature, again I note my parent had already been sitting there for two hours at this point. Their temperature was 38, I then had to ask for panadol.

After around 3 and a half hours in total my parent was seen. While waiting I tried to utilise the health services coordinator number on the wall. This took me through to a voicemail that asks you not to leave a message as this is not monitored. I have put forward formal complaints in the past and while they have been responded to, I feel that the same staff are still just as rude as they were 10 years ago.

While waiting, we also witnessed an agitated young person with apparent cognitive deficiencies who had been beaten with an object. They were threatening to leave, and while the triage nurse advised against it medically, the nurse noted it was the patient's decision. They were encouraged to call an ambulance if they went home and needed it. The person eventually stayed, encouraged by a relative, and was only taken in for treatment when they began vomiting blood.

I preface this by stating that I sincerely appreciate healthcare workers. However, I believe in mutual respect, and I have unfortunately experienced a lack of it several times at the BCH Emergency Room. Effective communication is essential, and I believe a fulfilled duty of care is even more so.

I have presented at this emergency room many times over the years, both for my own care and with loved ones. It is disheartening to feel that the level of care and consideration received is inconsistent at best. This is not what one expects for themselves, and even more so for the people they love.