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Care Opinion

ED access and support

Posted By seriously

"ED access and support"

About: Perth Children's Hospital / Emergency Department

(as a parent/guardian),

I would encourage all staff involved in the design and planning of Perth Children's Hospital (PCH), especially the Emergency Department (ED) entrance, to go there and stand outside with your eyes closed.

Imagine you are a parent - scared, worried, tired, emotional, exhausted, nervous, with a sick baby/child/adolescent arriving at the ED at PCH for the first time. Close your eyes while you stand outside. 

Think about how you would be feeling and think about what your needs might be, such as, in my opinion:

- You don't know where to go
- You might need a wheelchair
- You might need help carrying your belongings and getting your child in
- You might be wondering how you will move your car
- You might be needing a sick bag or something to stem bleeding.

Now open your eyes and walk-in and have a look at what you see.

I tell you what I saw:

- A big entrance, with a huge desk. No one is behind the desk
- No wheelchairs around
- No tissues or sick bags were visible
- No orderly to help you
- No ward clerk or reception to answer any questions.

Imagine how you would feel.

I believe that there are absolutely easy solutions to this massive and, in my opinion, constant issue. There is a massive desk at the ED entrance. I believe you should put a staff member there, someone kind and helpful who is ready to offer support and answer questions.

I think you should place some wheelchairs nearby, make a little area with essentials - gauze, tissues, gloves, sick bags, face masks for those in need on arrival. I think you should provide someone who can safely park the car of the worried parent and bring them their ticket and keys.

I feel it's money that is needed. I believe you need to make this happen. It is appalling that it was not part of the original plan, in my opinion.

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Responses

Response from Sue Baker, Nursing Co-Director (Medical), Child and Adolescent Health Service - WA 4 years ago
We are preparing to make a change
Sue Baker
Nursing Co-Director (Medical),
Child and Adolescent Health Service - WA

Submitted on 19/02/2020 at 5:28 PM
Published on Care Opinion at 5:56 PM

Dear seriously,

I was very sorry to hear about your experience in the Emergency Department at Perth Children’s Hospital in relation to access and support. We understand how stressful it can be when visiting the Emergency Department with a sick child and it is disappointing that you feel you did not receive the support required.

The Emergency Department reception area is managed by a triage nurse 24 hours a day, 7 days a week. If a seriously ill patient requires assistance to the treatment area, the triage nurse would support them which would leave the reception area unattended for a short period.

The triage nurse is there to assist you with equipment such as wheelchairs as well as providing tissues and sick bags if required. Unfortunately, these items are not available in a central area due to inappropriate handling of these items.

Thank you for your feedback in relation to the signage around the Emergency Department area. I am pleased to inform you that Perth Children’s Hospital will be undertaking a review of all signage within the hospital and your feedback will contribute to this. We expect this review will be completed in May and the recommendations of this implemented during Spring 2020.

Once again we very much appreciate your feedback as this is essential for us to improve our service.

Kind regards,

Sue Peter

Nursing Co-Director, Medical

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