"Emergency department"

About: Bass Coast Health

(as a parent/guardian),

I recently took my child to the emergency department. When we arrive the triage nurse was not available. My child was screaming in pain and the receptionist asked if we wanted to see someone to which I replied, yes a doctor please. The receptionist said, there is one before you then you can be seen. We then we're seen by the triage nurse who asked me to collect a urine sample and directed to the waiting room. I had to ask where the nearest toilet was located. This all with my child still screaming. I walked to the place the nurse had directed us, but was unable to find a toilet and asked another staff member who said that there wasn't a toilet anywhere near where we had been directed. So we then had to go to the front of the hospital to get the urine collection. All this walking around with my child screaming in pain. We were then seen by a doctor. I had to request a temperature to be taken, as my child was complaining of being cold. The doctor's comments were very disconcerting. He said he couldn't find anything, but the hospital doesn't do surgery or paed's, so if I'm concerned I should probably go to a more appropriate hospital. He also said I should give my child 3 days of whatever I usually treat their constipation with. The doctor had no idea what I use for this treatment and had already stated my child wasn't constipated. I am thankful my child is fine but I will never return to your service, due to what I felt was a total lack of empathy, care, compassion and trust.


Response from Jan Child, CEO, Bass Coast Health nearly 2 years ago
Jan Child
Bass Coast Health
Submitted on 06/08/2018 at 12:29
Published on Care Opinion at 12:38

picture of Jan Child

Dear Disheartened,

I am so very sorry. What you experienced is not in keeping with our expectations. I wonder if you could call me directly on my mobile - 0472846355 - so that I could review this in greater detail with the staff involved? We take feedback very seriously and would like an opportunity to mitigate negative experiences going forward. I hope you feel able to call me.

Kind Regards,


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