"ED Presentation"

About: Ayr Hospital

(as a carer),

Presented to the hospital with my sick child, where we waited for over 45 minutes before even being triaged or sited by any clinical staff. I understand the triage process and don't have an issue waiting to be treated depending on the triage category, however I do have an issue in the length of time taken to be triaged in this situation and sited by clinical staff. Further to that, patients are asked to complete a piece of paper describing their reason for the presentation - I do hope that the piece of paper is no way used to advise the clinical staff on the status/condition of a patient instead of staff physically seeing patients and triaging them. It seems like this piece of paper which is completed by patients with no clinical knowledge/training, is used instead of actually physically assessing the patient when they first present. Some or any communication with the staff during this time may have helped - acknowledgement and open communication with waiting patients can go a long way. I'm sure most people including myself can understand that an Emergency Department can be busy and frantic where there may be acutely ill patients who need to be dealt with first. My point is how do the staff know that the person that has been sitting in waiting room for an hour is not acutely ill and requiring immediate treatment if they are not triaged on presentation.

Furthermore once seen by nursing staff we were advised that they were busy, with only two staff on. What avenues are there for the staff to seek assistance or additional staffing in these situation to ensure that patient care in not compromised? ?

Responses

Response from Julie Shepherd, Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate, Townsvillle Hospital and Health Services 4 years ago
Julie Shepherd
Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate,
Townsvillle Hospital and Health Services
Submitted on 22/02/2016 at 17:32
Published on Care Opinion on 23/02/2016 at 12:02


Dear Visitor,

Thank you for taking the time to share your story about you and your sick child’s experience in the Ayr Hospital Emergency Department recently. I am sorry to read about your experience and understand your concern. Good communication is a key to making a worrying experience more tolerable.

If you would like to discuss your experience in more detail so that we can explore the issues you have raised, I encourage you to contact staff in our Patient Liaison Service on 44331074 to discuss further.

Thank you again for sharing your story so that we may learn from your experience.

I hope your child’s health issue has resolved.

With kind regards,

Julie Shepherd

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Update posted by Visitor (a carer)

Hi Julie,

I'm sorry to say your response is extremely disappointing as it doesn't indicate any intention to address this issue or review the current process of triaging at this hospital, as I'm positive it wasn't a one off occurrence as I had watched another gentlemen leave without being triaged as he had also waited over an hour to be assessed by any clinical staff.

I'm seriously wondering why I bothered to take the time to raise my concerns, I have no intentions to provide my details of this presentation as I know it will remove any anonymity I have in my making this complaint

Response from Julie Shepherd, Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate, Townsvillle Hospital and Health Services 4 years ago
Julie Shepherd
Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate,
Townsvillle Hospital and Health Services
Submitted on 29/02/2016 at 09:04
Published on Care Opinion at 10:14


Dear Visitor,

I am very sorry to hear you don’t feel my response addressed your concerns about the triage processes in the emergency service at Ayr Hospital.

I am very keen to discuss your concerns with you, so would like to offer to you the opportunity to call me directly on 4433 1399.

I would like to reassure you that when your story was posted on the 22.2.16, I escalated your concerns to both the Rural Hospitals Service Group Director and the Nursing Director of Rural Hospitals.

As a result, a meeting was held on the afternoon of 23.2.16 with the senior nursing staff of the Ayr Hospital in the company of the Senior Medical Officer, where together, they discussed the current triage processes at their rural facility and your experience.

The Director of Nursing will be reviewing triage processes with staff to ensure they are in line with the Australian Triage System (Australian College of Emergency Medicine).

In addition, staff were reminded of the importance of communicating likely waiting times to patients on presentation and regularly whilst in the waiting room, in acknowledgment of your hospital experience.

Again, I am really sorry Visitor that you felt we hadn’t heard your message and look forward to an opportunity to discuss your experience with you.

With kind regards,

Julie Shepherd

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