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Disappointing to be made to feel judged

Posted By concerned child

"Disappointing to be made to feel judged"

About: Sydney / Sydney Eye Hospital

(as a carer),

My brother and I brought our father to the Sydney Eye Hospital Emergency Department. My father who is elderly and does not speak English was attended by a triage nurse. It was very disappointing to be made to feel judged and disrespected by a health worker with the same ethnic background just because my dad doesn't speak English. The nurse has no right to make any personal judgement towards my father as they don't know him. Sydney is one of the most multicultural cities in the world and working in this field, I hate to think how many non English speaking patients were treated with this manner. Both my brother and I hope our story will help reduce the incidents of discrimination towards non English speaking patients.

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Responses

Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital 7 years ago
Jennie Barry
General Manager,
Prince of Wales/Sydney/Sydney Eye Hospital

Submitted on 20/04/2017 at 1:18 PM
Published on Care Opinion at 1:38 PM

Dear concerned child,

I would like to thank you for your feedback on Patient Opinion and apologise that your family was made to feel judged and disrespected by our nurse whist receiving care for your father in our Emergency Department. I would like to assure you that staff are expected to communicate and care for all patients regardless of their ethnic background. Your families experience has provided us an opportunity to reflect on how we are being perceived by families and review our communication practices, particularly in relation to non-English speaking patients.

I will have discussions with the team in the Emergency Department about your experience. I respect your decision to stay anonymous, however should you wish to discuss your concerns further, please feel free to contact us to discuss at

SESLHDSSEHMedicalAdmin@health.nsw.gov.au

I trust that your father is recovering well.

Again thank your for your feedback, this will help us improve our care and service in the future.

Kind regards

Jennie

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Response from Jennie Barry, General Manager, Prince of Wales/Sydney/Sydney Eye Hospital 7 years ago
We have made a change
Jennie Barry
General Manager,
Prince of Wales/Sydney/Sydney Eye Hospital

Submitted on 12/07/2017 at 9:33 AM
Published on Care Opinion at 9:48 AM

Dear concerned child,

In response to the issues you raised in your story we have commenced a series of education sessions for all staff in the Emergency Department with our Diversity Heath Officer.

Thank you once again for sharing your story with us.

Kind Regards

Jennie

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