"Disrespectful and not transparent"

Recently I attended the Emergency Department at St John of God Midland.

After completing the kiosk registration, I was called forward quickly. A nurse briefly looked at my left leg which had been scratched by a dog 10 days ago and was infected. I explained I had seen a doctor and was on antibiotics. The nurse took my temperature. I explained that my hands had been swollen and extremely painful for the past four days and it was painful to hold a pen or type or turn on taps. I was waking up during the night in agony and in the morning, both hands are numb. I also have a purple bruise-like mark on my right leg and after calling Healthdirect they advised me to go straight to Emergency. I felt the triage nurse dismissed these and said they were nothing to do with the dog scratch and was dismissive.

While waiting, my blood pressure was not taken. I recall there were between 3-5 nurses in the cubicle largely standing and talking and laughing. A patient came out and stated that doctors were frustrated because observations had not been done. I also had to ask staff to remove a container of vomit sitting beside the kiosk area.

I understand Emergency Departments are busy environments. However, in my experience, the general disregard and lack of communication was disrespectful and dismissive, particularly when people are unwell and vulnerable. I was told my presentation was not urgent. Believe me, I would not have been there if Health Direct had said to go there and not urgent care. A few years ago a developed cellulitis and sepsis from a cut on my finger and then nine months after that a scrape on my leg. I realise I wasn’t vomiting or bleeding or fainting. I was sitting there working on my computer as I hate sitting and waiting. I left the hospital three hours later as I was told I wouldn’t be seen for another three to four hours. I never saw a doctor.

I rarely attend hospital unless necessary. Hospitals are personally difficult places for me following the recent loss of my eldest daughter, who herself worked as an emergency doctor. Because of this, respectful and attentive care matters deeply to me. Surely it would be wisest and kindest to tell people realistic times and send them to another hospital where they can get help quicker.

I am a social worker and my spouse is a psychologist, and we both value compassionate, person-centred care. What I experienced did not reflect this standard. Additionally, SJOG values are Hospitality, Compassion, Respect, Justice, and Excellence. Not one of these was shown, in my opinion. Interestingly, when the change of staff came on, a very capable nurse proceeded to take all the observations of the people waiting.

I intend to follow this matter up formally, however I am sharing this feedback in the hope that attention can be given to communication, triage processes and patient dignity in the Emergency Department.