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Poor staff attitude

Posted By charajc99

"Poor staff attitude"

About: Sale Hospital / Emergency Department

(as a parent/guardian),

I took my child into the ED one evening as they were suffering with flu-like symptoms. When I arrived I went to the clerk to let them know I was here. I was greeted by the clerk that was on duty. I was very unhappy with the manner in which I was treated by the clerk as I felt they were rude and had no people skills. I also felt they were short and that they didn't want to be there and this clearly showed with the way that we were treated. I was that appalled with the way that I was treated and I almost walked out and drove to another hospital.

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Responses

Response from Mandy Pusmucans, Director of Nursing, Sale, Central Gippsland Health 4 years ago
Mandy Pusmucans
Director of Nursing, Sale,
Central Gippsland Health

Submitted on 24/12/2019 at 1:22 PM
Published on Care Opinion at 2:07 PM

picture of Mandy Pusmucans

Dear charajc99,

Thank you for taking the time to share your story. I would like to say how sorry I am that we let you down. We endeavour at all times to provide the highest standard of care for our patients and it is disappointing to learn this was not your experience.

We are currently focusing on our person-centered care projects and whilst we have made significant progress, we acknowledge that we do not always get it right. The Nurse Unit Manager will share your story with the staff group. Your valued feedback provides us with the opportunity to identify and improve processes and systems that will change how we look after you and other patients next time.

Over the past months, we have been working hard to improve communication with people coming into the Emergency department. It is really important to us that we communicate and listen to you, that we keep you updated in relation to your waiting time and care, and that that we check in with you to see if there is anything more we can do.

I would be keen to talk further with you regarding your experience and can be contacted at mandy.pusmucans@cghs.com.au or on 5143 8512.

Yours sincerely

Mandy

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