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Emergency Department

Posted By cassiopeiamj63

"Emergency Department"

About: Bass Coast Health Wonthaggi Hospital / Emergency Department

(as a parent/guardian),

We attended the Emergency Department recently with my teenage child who had fallen heavily on their elbow. The triage nurse and first doctor that we saw were great. We did have to wait a long time but that is to be expected in emergency. My issue lies with the head doctor that the doctor we saw had to report to. The head doctor had to help assess my child and to put it bluntly they had no bedside manner. The head doctor didn't talk to my child just started moving their arm around which was obviously sore and they never asked my child questions and didn't speak to me at all, this is why we do not know their name. I feel that this is not appropriate practice by a senior doctor.  

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Responses

Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 9/04/2019 at 8:42 PM
Published on Care Opinion on 10/04/2019 at 9:19 AM

picture of Jan Child

Dear cassiopeiamj63,

I quite agree! This sort of interaction from any staff member at BCH is unacceptable, let alone from one of our clinical leaders. I would very much appreciate it if you would call me so that I can determine the details and properly investigate and follow up. My mobile number is 0472846355. Please accept my sincerest apologies and know that your feedback will be used to improve our service. Kind Regards, Jan.

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Response from Jan Child, CEO, Bass Coast Health 5 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 26/04/2019 at 7:06 AM
Published on Care Opinion at 9:03 AM

picture of Jan Child

Dear cassiopeiamj63,

Thank you so much for speaking with us. As discussed, it is very important that we undertake specific investigations regarding feedback such as yours to ensure we can improve what we do, and minimise negative experiences in the future. We have undertaken an investigation and we agree that the response you received from our senior doctor was not in keeping with our expectations. I would like to reassure you that we are taking measures to ensure that all BCH staff, including this particular Senior Medical Staff member, understands their requirements to be engaging, respectful and compassionate and to proactively communicate to both the patient, and their family members. I am pleased your daughter is doing OK and I thank you for taking the time to let us know what occurred. It's the best way for us to improve. Kind Regards, Jan.

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