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"Rude staff in ED Department"

About: Peel Health Campus / Emergency Department

(as other),

Was in ED recently and was greeted by the triage nurse who I felt spoke very abruptly and rudely, calling out with no eye contact to sit down if we wanted to see a Dr or wait to see the receptionist. In my opinion, they were practically ordering and not directing. The receptionist then appeared who I believe wasn’t much better.

I was inquiring about global diagnostics, whether they were open, and was given an abrupt answer saying no it’s a public holiday. It is quite often spoken about how rude and abusive patients can be when attending the emergency department and I believe that maybe a standard could be set firstly by staff addressing the public.

I am in the medical profession myself and I would never speak to patients in the manner they did, especially the triage nurse. I realise they are under pressure but in my opinion if they can’t handle the pressure they should be in another area. The old saying goes you get back what you give. Very disappointed.

Responses

Response from Director Medical Services, Peel Health Campus, Ramsay Healthcare 16 months ago
Submitted on 30/01/2020 at 21:08
Published on Care Opinion on 31/01/2020 at 09:53


Dear uniformye37

Thank you for taking the time to post your comments on the Patient Opinion website.

I am distressed to read your account of your interactions with our staff at the reception of our emergency department. It is very important that people who come to our hospital are acknowledged properly and treated at all times with respect, empathy and compassion. I am very sorry that you have had such a negative experience.

I would be very grateful for the opportunity to follow this up with you personally, to give us the opportunity to better direct our training and coaching for our front-line staff. I am contactable on 9531 8580 (office hours) or by email sturdym@ramsayhealth.com.au

Thank you again for contacting us, and I look forward to hearing from you.

Yours sincerely

Dr Margaret Sturdy

Director of Medical Services

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