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Dismissive treatment

Posted By alphazx84

"Dismissive treatment"

About: Karratha Health Campus / Emergency Department

(as a parent/guardian),

Presented to Karratha Health Campus Emergency Dept (ED) recently as I suspected my infant child had croup. I was taken to a cubicle by the nurse to be seen by the clinician. My child let out a few light coughs and as the clinician was walking over to us I believe I heard them say, well that doesn’t sound like croup. The clinician then proceeded to check my child's ears, listened to their chest, monitored their breathing and looked at their throat. The clinician asked how long my child had symptoms for, to which I replied only since the previous night. They mentioned that my child had a snotty nose, I replied yes and it was slightly bloody as they had smacked their face earlier in the day. The clinician proceeded to tell me that my child's vitals looked good and it was just viral. I said that I wasn’t really happy with that to which they replied, well I don’t know what more you want me to do and if it gets worse you know where to find us. Then they walked off. Did not escort me out.

As I was walking out the triage staff noticed that I was upset and asked me if everything was ok. I was having trouble speaking but basically said that I felt stupid. They advised I had every right to be seen by another clinician. The second one was very compassionate and listened to my concerns including the recording of my child's coughing earlier in the day. They confirmed that it did, in fact, sound like a 'croupy' cough but we would need to let things take their course and gave me a list of things to watch out for should I become concerned.

I understand ED is not a doctor's surgery and I had tried to get an appointment but was unsuccessful. 

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Responses

Response from Andrew Humphrey, A/Senior Medical Officer, Karratha Health Campus, WA Country Health Service - Pilbara 4 years ago
Andrew Humphrey
A/Senior Medical Officer, Karratha Health Campus,
WA Country Health Service - Pilbara

Submitted on 21/11/2019 at 12:59 PM
Published on Care Opinion at 1:27 PM

Dear alphazx84,

Thank you for taking the time to share your experience at the Karratha Health Campus Emergency Department, and bringing this to our attention. Your experience of feeling upset and dismissed as the parent of a young child does not reflect how we like to deliver care. In particular, the lack of respectful communication you experienced does not display best practice. I will be sharing your story with our staff at the Karratha Health Campus Emergency Department to remind them that a compassionate and respectful approach is a vital aspect of providing medical care.

I am heartened to hear that your child was seen by another clinician who provided the quality of care you were entitled to receive from WA Country Health Service Pilbara. The concern and kindness shown by the triage staff is exactly what we aim to achieve at every interaction. I apologise that we had failed to do this in the first instance. If you have any further concerns you would like to discuss, please contact me via email on WACHS-Pilbara.Feedback@health.wa.gov.au or via telephone on 9144 7630. I hope your child makes a speedy recovery, and thank you again for sharing your story.

Andrew Humphrey

A/Senior Medical Officer

Karratha Health Campus

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