"Bad Experience in the Emergency Department"

About: Ipswich Hospital / Emergency Department

(as a parent/guardian),

My adult child presented to the Ipswich Hospital one evening with a severe back issue, in a lot of pain unable to stand, breath or even sit properly due to the pain. They were left waiting in the emergency department for over 3 hours, waiting for medical personnel to examine them. Other people were coming in with what seemed to be minor complaints and they were seen to before my adult child. Still waiting!  No staff asked about their welfare and they continued to wait. After waiting over 3 hours left, returning to the work, after asking why no one saw them to give at least a diagnosis, examination. I rang Ipswich Hospital later that evening concerned about my child’s welfare and all I got was a person from reception calling out his name. She suggested I try their mobile. Now, why would they have their mobile on in the hospital? Really! Then she said to me, oh well they’ve only been here for 3 hours. I am totally disgusted with the apparent lack of treatment my child received from the staff there, surely it should have been a priority to at least examine them. I explained to the person on the phone that they had damaged their back severely, possible major damage, she seemed to snigger and said oh no that wouldn’t be right. Now how would she know this without an examination that did not happen and she was a receptionist. As for your mission statement on the website, I suggest you change what is said. I can assure you there was no care, they did not matter and you definitely did not deliver the best. I am totally disgusted with the apparent lack of treatment my child and myself received from the staff.

Responses

Response from Joy Wyatt, Senior Consumer Liaison Officer, Clinical Governance, Queensland Health - West Moreton 3 years ago
Joy Wyatt
Senior Consumer Liaison Officer, Clinical Governance,
Queensland Health - West Moreton
Submitted on 30/11/2016 at 13:21
Published on Care Opinion at 14:50


Dear Disgusted Mum

We are concerned about your experience and would like to speak with you or your adult child about the events in the Emergency Department (ED). You can contact the Consumer Liaison Office on 0409 275 503 or email us on wmh_clo@health.qld.gov.au. We would be more than happy to listen to, and act on, your concerns.

We rely on feedback from patients and their families to help us look at things we are doing well and where we need to improve, so we really appreciate the time you have taken to share your story. Please be assured that even if you don’t make contact with our service, your story will be passed on to staff and management to assist with ongoing service delivery improvements.

We hope your child is feeling better and want to wish him well for a quick and full recovery.

Kind regards

Consumer Liaison Office

West Moreton Hospital and Health Service

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