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Unheard and disappointing experience in ED

Posted By atlasts69

"Unheard and disappointing experience in ED"

About: Geraldton Hospital / Emergency Department

(as a relative),

Sent my spouse to ED after coming straight off a flight from site with no sleep for the previous 2 nights due to a wrist injury. Had a previous history of a TFCC injury in the opposite wrist so we had hoped for a process of elimination at least and some analgesia so they can sleep and function, as we suspect the same injury. 

Was seen only by a Dr in fast track and after some x-rays eliminated any broken bones, my spouse asked for an ultrasound and/or MRI both were responded with that my spouse needed to see the GP tomorrow for a referral. My spouse explained their history with barely any response and felt that they were unheard and were rushed out.

My spouse noted how busy ED was however the Dr returned with a splint for a left hand (the injury is their right hand) and a S/M size. The Dr was adamant it was a universal fitting. My spouse asked to see the box and showed the Dr where it said left after having to explain how a splint works on the wrist injury. Then the Dr returned with a split specifically for thumb immobilization and again my spouse suggested it was the incorrect splint.

They noted there are only so many times you can correct a Dr before you feel they roll their eyes at you. Not forgetting that this is not their first wrist injury. And again the Dr was adamant to my spouse it was not a thumb splint and that a S/M would fit their hand which it did not. Then the Dr asked my spouse to write down some instructions even though it was their dominant hand. This feels like a joke.

Eventually my spouse was discharged with a correct wrist splint however no analgesia script even after ED administered some endone and history of no sleep due to pain and inflammation for 2 nights. Extremely frustrating for us both. I understand when under the pump little mistakes can be made but repeated then makes it appear that as a patient, you are not heard. I feel it is no wonder people travel to Perth and it is something we are both considering tonight.

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Responses

Response from Cameron Ross, Operations Manager Geraldton Health Campus, Midwest, WA Country Health Service 6 days ago
Cameron Ross
Operations Manager Geraldton Health Campus, Midwest,
WA Country Health Service

Operations Manager Geraldton Health Campus

Submitted on 14/01/2026 at 2:15 PM
Published on Care Opinion Australia at 2:34 PM

picture of Cameron Ross

Dear atlasts69

Thank you for taking the time to share your experience with us. I want to acknowledge how distressing and frustrating this situation must have been for both you and your spouse, especially after a long period without sleep and while managing significant pain.

Please accept my sincere apologies that your spouse felt unheard and rushed during their visit. This is not the standard of care we strive to provide, and I deeply regret that your experience left you both feeling this way. Your feedback highlights important areas where we need to improve, particularly around communication, patient engagement, and ensuring that care decisions are explained clearly and compassionately.

I have already discussed your feedback with Head of Department for emergency medicine. Your observations about the splint fitting and the lack of analgesia on discharge are particularly concerning, and we will address these points directly.

Geraldton Health Campus value’s your trust and want to restore your confidence in our service. If you are willing, I would appreciate the opportunity to speak with you personally to discuss this further and ensure your concerns are fully addressed. At a convenient time for you I can be contacted directly on 9956 2403.

We acknowledge that interactions with the health system can be a challenging and stressful time. If at any time you feel that you are not receiving the care or treatment you need, we have a service at the hospital called Aishwarya’s CARE Call. You may notice posters about Aishwarya’s CARE Call in our Emergency Departments – this is a 3-step process for patients, carers and family members to use if they are worried they, or a person they care for, are getting sicker in hospital. In the Midwest, no matter what public hospital you go to this number is 1800 316 729 or you can find more information at WA Country Health Service - Aishwarya’s CARE Call.

Thank you again for bringing this to our attention. Your feedback is vital in helping us improve the care we provide to our community.

I hope your spouse’s wrist injury is healing and I look forward to hearing from you if you choose to get in contact.

Regards

Cameron Ross

Operations Manager Geraldton Health Campus

WA Country Health Service - Midwest

Tel: 9956 2403

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