"Emergency Dept. treatment after presenting with GP referral."

About: Sir Charles Gairdner Hospital

(as the patient),

I was appalled with lack of privacy in ED . The doctor called me to discuss why I had come there. This took place in the centre of the waiting area where everybody was privy to my medical problems. The reason given by the doctor after telling me her name - there is nowhere to put you! I felt intimidated, humiliated, but overall, in my opinion, they were far too busy. I was in tears in the waiting room, as I had the general public gaping at me. Eventually I was collected and followed the doctor into the observation area where there was no privacy at all . I continued to feel humiliated and I believe I continued to be demeaned with my history being discussed in a voice whereby the whole side of the obs area would have been privy to it.

I was told I am here to take bloods from you and I believe they will be normal! I felt this doctor continued to project that I had no business being there and I couldn't expect a positive fix whilst there. I felt the treatment continued in the same vain with instructions given in what seemed to be in  an inappropriate voice. A student doctor is giving you an enema, so push down so it doesn't run out!

It seemed when I was told to leave before I had drunk all the meds ordered by the doctor that they wanted to put me as a statistic - I felt pushed out in 4 hrs!

I was extremely traumatised by this and will tell my GP. I may add that I can tell you about the patients, because all their private history was being blurted out by the staff. It seemed there was absolutely no concern for anyone's privacy. 

I am aware that my GP ask for a Gastroenterologist referral . Did I get one, no of course not. That, in my opinion, would be giving holistic care. I doubt if any of the people who I felt had a go at discrediting me knows what that means.


Response from Jennifer Francis, A/Director Safety, Quality & Performance, Sir Charles Gairdner Hospital, North Metropolitan Health Service 2 years ago
Jennifer Francis
A/Director Safety, Quality & Performance, Sir Charles Gairdner Hospital,
North Metropolitan Health Service
Submitted on 28/03/2018 at 19:21
Published on Care Opinion on 29/03/2018 at 11:26

Dear Helpless

Thank you for taking the time to share your recent experience of Sir Charles Gairdner Hospital (SCGH). I was most saddened to read of the way you were cared for during your visit to our Emergency Department (ED) and the impact this had on you.

Reading of the lack of compassion and consideration for your privacy was disappointing and not in keeping with the expectations of the care we provide at Charlie’s and I wish to sincerely apologise for this and the distress it has caused.

I will ensure that this feedback is forwarded to management staff in the area so that education and improvement can occur.

If you would like to discuss this further with a member of our Patient Liaison Service, please contact them on (08) 6457 2867.

Once again, I am sorry that this experience did not reflect the values of our care and service.

Kind regards

Jennifer Francis

A/Director Safety, Quality & Performance

Sir Charles Gairdner Osborne Park Health Care Group

on behalf of

Tony Dolan

A/Executive Director

Sir Charles Gairdner Osborne Park Health Care Group

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