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"Not impressed once again with the ED"

About: Northam Health Service / Emergency Department

(as the patient),

My spouse took me to the ED on a weekend because the GP Wheatbelt isn't open until week days and as I had been coughing all night and prior to that a sore throat for several days.

I had headaches, a very sore chest and bad cough. I believe the triage clinician was totally uninterested and before even I was examined they said that it was a virus and it could take 3 months to go away. After half an hour, we were taken into a cubicle with chairs and a clinician came to take BP and temperature. They asked what why I was here and I said I had a sore throat for two days and a bad cough and a very sleepless night. Because the GPs are closed we have come here. This clinician said so you have come because you had a sleepless night. My spouse said no and that I am susceptible to pneumonia and have had it many times. I was given Panadol which seems to be their favourite thing.

They left and we saw a clinician that I felt was parading around and seemingly moving from one end of a room to another. The clinician came in twice, once just looked in and the second time asked if I was a certain patient (can't remember the name) and when I said no, they went out. They went to a person in the next room who had come after us. After that, they came again after they had attended to the other patient and asked again was I a certain patient. When I said no the clinician went again to someone who also had come after me. That clinician arrived at the hospital while we were waiting.

After a while longer we got fed up and walked out. I told a staff member that I was fed up with this treatment, that this was the second time this had happened and it was not going to happen again. It will not happen again. Last time I believe there were no patients at all in the ED. Got told a clinician was on the wards, after repeatedly asking when was the clinician coming and got told a few minutes. We left after 50 minutes as the clinician still hadn't come. I later was admitted to another hospital with Nephritis.

Today when we got home I took an antibiotic which I had from a previous course which only required me to take one course. In my opinion, it's no wonder people turn to self medication and Dr Google when this type of treatment is given at this hospital.

When I was asleep, someone called from the hospital and spoke to my spouse and said that if I get worse to go to a Dr. My spouse said yeah right!

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Responses

Response from Regina Michel-Huessy, Director, Wheatbelt Population Health Unit, WA Country Health Service Wheatbelt 4 years ago
Regina Michel-Huessy
Director, Wheatbelt Population Health Unit,
WA Country Health Service Wheatbelt
Submitted on 6/01/2020 at 6:04 PM
Published on Care Opinion on 7/01/2020 at 9:51 AM


picture of Regina Michel-Huessy

Dear Unimportant,

Thank you for taking the time to share your experience about your recent presentation to Northam Health Service Emergency Department (ED).

I apologise that you felt you were not listened to by the triage clinician when you first presented to the department in relaying your concerns about your illness.

All patients are triaged and seen based on the severity of their presenting condition and unfortunately at times of high acquit in ED patients that have already presented may have longer waiting times due to conditions of other patents that have presented before or after.

It was disheartening to also read that when other clinicians came to confirm if you were a particular patient, they did not take the time to communicate the delay in being seen by a medical officer.

Ms Jenny Lee, Manager Clinical Services has reminded all ED clinicians to ensure they clearly communicate to patients regularly about any delays in being treated.

We endeavour to provide the best possible care and receiving feedback such as yours is important to us to be able to improve our services.

If you would like us to investigate further, I would encourage you to contact Mr Trenton Greive, Operations Manager Western Wheatbelt on 9690 1315 or send an email to wheatbelt.consumerfeedback@health.wa.gov.au.

Thank you again for sharing your story.

Kind regards

Regina Michel-Huessy

Acting Regional Director - Wheatbelt

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