"My recent experience in the hospital"

About: Prince of Wales Hospital / Emergency Department

(as the patient),

It is not my nature to write a feedback. I recently arrived in adult emergency unit due to severe abdominal pain and spoke to the receptionist behind the glass window. I explained my concern and I was in terrible pain, and after collecting all my personal details the receptionist asked me to sit down and wait for a call. After a few seconds it was great because one of the nurses called me to get my body temp, then asked me to go back to my seat and wait for another call. While sitting up with my child, I was constantly going to the toilet to vomit, as I was very, very dizzy and weak. 

I decided to tell the receptionist again that I can’t handle the pain and asking how much longer should I wait and I’ve been told that it won’t be long. 

So I went back to my seat and waited. The third time I vomited I lost my consciousness and passed out next to the toilet bowl. I tried to get up and check my child. This time I decided to go back to tell the nurse rather than falling onto a hard concrete and face a serious problem.

So there again I said that I will faint anytime, but they just pointed at the seat and said sit still, it will be your turn next as there is no available bed yet.

I was very, very disappointed with this experience. These nurse seemed not effected even though they had seen a patient in terrible pain in front of them they seemed not to bother at all. I just wished that when they saw a patient in front of them in terrible pain they should do something.

The same with the staff member who cared for me after my operation. After 2 days of my surgery with the fantastic surgeon, I asked her politely if it is possible for her to contact the doctor and asked if I can be discharged that day, but I am not even finished talking and she looked at me seriously saying - Look, I still have a lot of things that need to be done - at the same time pointing at the paperwork in front of me and she added that she even needs to send staff to get a blood test from me. After that she calmed down a bit and maybe she realised that this should not be the right words to say, and I said to myself okay it’s just not my day. I think this staff member should learn how to deal with patients despite of the stress she had. If she talked calmly and explain I would definitely understand, but not to upset me right after my surgery.

But not always a negative feedback, because I met wonderful nurses as well while staying in the ward. 

Please extend my gratitude.

One nurse in particular looked after me well at night. She reached beyond my expectation. It felt like she treats her patients like her own kin and knows how to engaged with her patients. I was surprised coz she always offered me exactly what I needed and without a doubt I felt like my own sister was looking after of me.

It was a shamed that I just met another staff member the day I was discharged. For a short time with her I can see that she is a fantastic nurse as well. This nurse is always smiling and always asking her patients if we’re okay and if anyone needs anything. She always make sure that the patients are happy and satisfied. She has a genuine care to her patients and knows how to build a patient nurse relationship.

5 Stars to you both, you are assets in your dept. 

Responses

Response from Tobi Wilson, Chief Executive Officer, South Eastern Sydney Local Health District nearly 2 years ago
Tobi Wilson
Chief Executive Officer,
South Eastern Sydney Local Health District
Submitted on 08/08/2018 at 13:11
Published on Care Opinion at 13:20


picture of Tobi Wilson

Dear librapr43,

I would like to acknowledge that your experience in the Emergency Department was disappointing and less than satisfactory, along with your experience with the one staff member which was unsatisfactory. I will ensure that your story is shared with the Emergency Department team and management, as your insight and feedback is very valuable and will assist in improving each patient’s experience and care.

Thank you for also taking the time to express your gratitude and recognition of other staff members personal and professional care in the Prince of Wales Emergency Department on Patient Opinion.

I would like to thank you again for your insight and feedback, which is very valuable, and will assist us in improving future patient experiences and care.

If you wish to discuss further, I welcome you to contact me on SESLHD-GeneralManager-POWHSSEH@health.nsw.gov.au with your contact details.

I wish you well in your recovery.

Kind regards,

Tobi Wilson

General Manager, Prince of Wales Hospital

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