"ED and staff"

Dear Stressed Mom

Thank you for taking the time to share your experience about your child's visit to the Emergency Department at Rockingham General Hospital (RGH). I am very sorry to hear about the lengthy wait your child experienced. I understand how difficult and distressing this would have been for both of you, and I hope your child is now recovering well.

Emergency Departments aim to see patients as quickly as possible; however, waiting times can vary depending on the number of people attending and the severity of their conditions. Patients are assessed and treated according to clinical need, with the most urgent cases seen first. I sincerely apologise that this process and the reason for the delay were not clearly explained to you at the time. We recognise that long waits can be frustrating and stressful, particularly for families, and we are sorry for the impact this had on your experience.

RGH wants patients and families to feel confident speaking up if they are concerned about their condition or the condition of a loved one. Aishwarya's CARE Call is available to help patients and families raise concerns directly if they believe a person's condition is worsening or requires more urgent attention. In addition, nursing staff regularly monitor patients in the waiting area and escalate any concerns as needed. I am sorry if these processes were not clearly explained or visible during your visit.

We are also continuing to promote community care options that can support patients to access care sooner when appropriate. Depending on the time of presentation and clinical needs, services such as the Rockingham Medicare Urgent Care Clinic, which has access to X-ray facilities, and the WA Virtual Emergency Department (WAVED) may provide alternative pathways for assessment and treatment. These initiatives help improve access to care across the community and support Emergency Departments to focus on patients requiring urgent hospital-based care

Your feedback is important to us, as it helps us identify opportunities to improve our services. We have shared your experience with the Emergency Department leadership team to reinforce the importance of providing clear communication about waiting times, care processes, and escalation options. Feedback such as yours is also helping us strengthen the way we support and communicate with patients and families during periods of extended waiting.

As Care Opinion is an anonymous platform, we are unable to review or discuss specific details of your child's care in this response. If you would like your concerns to be reviewed further, we encourage you to contact our Consumer Liaison Officers on 9559 4323 or via RGH.feedback@health.wa.gov.au so that we can discuss your experience directly and, where appropriate, undertake a more detailed review.

Thank you again for sharing your experience with us. Your feedback helps us improve the care and support we provide to patients and families in our community. We wish your child all the very best in their continued recovery.

Kind regards,

Asheila Narang