"Being listened to"

About: Dongara Eneabba Mingenew Health Service / Emergency Department Geraldton Hospital / Emergency Department

(as the patient),

I presented to Geraldton a&e after being seen at Dongara a&e with acute pain from gallbladder. I was seen by a staff member who insisted on finishing my story before I had begun. I believe he made his mind up that I was perfectly fine. I was very upset as I knew I wasn’t fine. I knew the pain I was getting was worse than I had experienced previously. But because my pain was managed by Dongara, I felt the person I saw at Geraldton dismissed me regardless of the distress I was in. He gave me a script for oxycodone and sent me home. By 9.30 the next morning I was back at Dongara a&e experiencing the same pain where I was then transferred by ambulance back to Geraldton regional emergency department where thankfully I didn't encounter the same staff member. After running tests I was admitted for further testing which resulted in a stone blocking my bile duct and now I have to go to Perth to have that sorted. 

So to the medical professional that I saw initially, perhaps if you spend more time listening to patients instead of assuming and actually do the job you are paid to do I would not have put unnecessary strain on the medical and volunteer ambulance service. I feel you have an appalling attitude. I told you something was wrong. I told you I needed help and I believe all you did was push me out the door. 

Responses

Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS-Midwest 2 years ago
Michele Young
Coordinator Executive Services, Executive Services,
WACHS-Midwest
Submitted on 11/06/2018 at 16:22
Published on Care Opinion at 16:26


picture of Michele Young

Dear I knew it

Thank you for taking the time to share your experience on Patient Opinion. I am so very sorry and equally concerned to read about your experience while seeking treatment at the Geraldton Hospital Emergency Department, as it does not meet our commitment to providing high quality patient centred care and is not reflective of our values, particularly that of compassion and the service standards that we strive for.

To allow us an opportunity to investigate this matter and discuss the concerns you have raised we would really appreciate it if you could make contact. Derek Fraser, Geraldton Hospital Operations Manager is available on 9956 2369 or alternatively you can contact me on 9956 8695 or email michele.young@health.wa.gov.au - your call would be very welcome and can still be addressed anonymously if you wish.

Again thank you for taking the time to provide feedback about our service. Please be assured of our commitment to address the issues you have raised and we look forward to hearing from you soon.

Warm regards

Michele

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Update posted by I knew it (the patient)

Thank you Michele I will be in touch.

Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS-Midwest 2 years ago
Michele Young
Coordinator Executive Services, Executive Services,
WACHS-Midwest
Submitted on 12/06/2018 at 17:00
Published on Care Opinion on 13/06/2018 at 09:57


picture of Michele Young

Dear I knew it

Thank you for getting in touch with Di Franklin A/Operations Manager Geraldton Hospital, the information you have provided will assist us in undertaking a review of your case through the complaints management process. A team member will continue to keep you informed throughout the investigation process.

Kind regards

Michele

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