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Lack of Emergency Department care

Posted By ink6306

"Lack of Emergency Department care"

About: Armadale Hospital / Emergency Department

(as a friend),

I was the companion to the author of another story recently (SEE STORY HERE). I was appalled. I corroborate everything they said.

As the medication prescribed did not lessen the symptoms, we visited a GPs office after the events of the first story. A GP there said the medication was not appropriate for this event and would mask the temperature. The GP was worried and advised that we immediately go to a full-service Emergency Department for X-rays and testing. The GP wrote a referral letter to be presented.

As I knew the road, I drove my friend to Armadale Hospital. It took an hour and a half. When my friend was finally seen by, we feel, the judgmental, dismissive and callously disinterested doctor on duty, the referral letter was ignored. Without any vitals being taken, the doctor asked their direct superior if any tests or X-rays were warranted. That person said no.

My friend was in serious pain but because they made assumptions my friend was seen and out in under 5 minutes. I returned with my friend to request the return of the referral letter.

We went to a different hospital where they discovered serious sepsis and a temperature that had been masked by the previous script. Instead of 38C, within 2 hours my friend was 41C. It required surgical intervention.

If there had been appropriate, non-dismissive care I feel that my friend would not have spent 3 days in agony. Part of the problem is the attitude displayed by some staff is fostering distrust and a dislike of accessing health care.

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Responses

Response from Diane Barr, Executive Director, Armadale Kalamunda Group 5 years ago
Diane Barr
Executive Director,
Armadale Kalamunda Group

Submitted on 31/07/2019 at 11:36 AM
Published on Care Opinion Australia at 11:37 AM

picture of Diane Barr

Dear ink6306,

In responding I would like to say initially that I am so very sorry to hear your friend’s story.

The behaviour you describe leaves me with great concern as it is so far removed from the values of our hospital and emergency department team. The Director of the emergency department drives compassionate patient centred care on a daily basis. Your experience therefore is extremely disappointing.

It must have been very challenging for you trying to support your friend, acknowledging the distance you had to travel and the pain your friend was in. I am so sorry to hear you describe the behaviours of our team that made your friend feel judged and dismissed. The conduct you describe gives me significant concern that I would like to personally review, follow up with the team involved, and then share with other hospital staff. To assist me in doing this it would be helpful to have more information. I encourage you to contact my office to arrange a discussion with me so we can further understand and learn from you and your friend’s experience. Please contact my office on (08) 9391 2101.

I recognise that you may not be comfortable with sharing your story in this way. Please be reassured that I will share your friend’s story and experience only as an educational tool. It will be presented thoughtfully at staff training and communication forums to further emphasise the importance of compassionate care and communication with patients, family and carers.

Finally thank you for taking the time to share your experience, patient stories are very powerful in improving health care.

Kind Regards

Di Barr

Executive Director

Armadale Kalamunda Group

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by ink6306 (a friend)

Dear Di Barr,

I'll phone you tomorrow, but for this forum I wish to make some points.

1/ This event wasn't 'disappointing'. It was potentially deadly. Had we returned home (90 minutes driving, still in agony, nothing open rurally) they would have died. Now that's disappointing.

2/ I don't think you should follow up about a teachable moment. You can explain to them about sepsis pathways and MOD. I think a patient should teach them about empathy, humanity and preconceptions.

3/ We did understand that your hospital deals with significant 'chemical' problems on a daily basis. Perhaps they might consider that someone presenting there from almost 2 hours away is not coming for that reason. Don't look dismissively at them as they walk in.

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