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Service in the Emergency Department

Posted By libracr86

"Service in the Emergency Department"

About: Maroondah Hospital / Emergency Department

(as a carer),

I visited Maroondah Emergency Department recently early in the morning - workplace injury with one of my people from my workplace.

I am a healthcare professional and was shocked at the attitude of the nurse at the desk, whose only comments were - have you got your Medicare card, take the dressing off (your finger), which I did for my colleague, and then my colleague had to place their badly injured finger through the window for the nurse to look at.

Never once asked if my colleague was ok - I gave the nurse my business card in case there were any questions about the incident - the nurse just flicked it back to my injured colleague - I feel there was no empathy, not how I was trained, and this isn’t the first time for your hospital.

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Responses

Response from David Plunkett, Chief Executive, Eastern Health 4 years ago
David Plunkett
Chief Executive,
Eastern Health

Submitted on 9/07/2019 at 8:22 AM
Published on Care Opinion at 9:04 AM

picture of David Plunkett

Dear libracr86

Thank you so much for taking the time to share your experience and that of your colleague. I am sorry that it was not a positive one for either of you.

The Eastern Health values of Patient First, Kindness, Respect, Excellence, Agility and Humility are to guide our daily practice not only what we do, but how. Clearly there are times when these values are not evident.

I would like to share your experience with the leaders of the Maroondah Emergency Department so they can use this experience as a learning experience for all regarding the importance of patient experience and also applying the Eastern Health values. I know they too would be disappointed this was your experience.

I trust your colleague's injury is recovering well and thank you again for taking the time to share your experience.

Kind regards

David

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