"Experience in the Emergency Department"

About: Exmouth Health Service / Emergency Department

(as the patient),

I was taken to Exmouth hospital recently in the early hours by my spouse because I was having an asthma attack. 

When we arrived we were seen by a nurse who, I felt, from the moment I said I was feeling unwell, did not give any consideration to how I was feeling and was very rude. They were really making me feel worse, in my opinion, and I started to get tears in my eyes trying to explain to them. I was feeling like they were not listening to me, they kept saying all numbers are fine so you're ok. I said I do not feel ok and they almost could have just said to me your numbers tell me different. I was made to feel like I was wasting their time. 

I believe the nurse didn’t take my temperature properly and one of my main concerns was how cold I was feeling but I had 2 layers on and tried to explain I was shivering. They didn’t seem to care and then said they would come back after talking to the doctor. 

The doctor asked for a peak flow reading but the nurse's attitude, in my opinion, was like they could not be bothered to do it and just made me feel even worse. This is not the first time I have felt like this around this nurse and I believe they need to know it’s not ok to treat people this way. 

We come to the hospital for reassurance and care not to be judged and criticised. 

Responses

Response from Liz Kelly, A/Coordinator Executive Services, WA Country Health Service Midwest 3 weeks ago
Liz Kelly
A/Coordinator Executive Services,
WA Country Health Service Midwest
Submitted on 17/03/2020 at 15:10
Published on Care Opinion at 15:25


picture of Liz Kelly

Dear Bear19,

I was saddened to read your story about not feeling listened to, cared for or reassured during your recent visit to Exmouth Hospital for your asthma. The care described does not meet the high standards and level of professionalism we expect of our staff or reflect our values of compassion and quality and I am sorry that this has happened.

I have raised your complaint with Tamara Sweeney, Operations Manager, Gascoyne and she will discuss it with the staff at the hospital. I understand how important is it is for people with chronic conditions, like asthma to feel comfortable and welcome when accessing health care as this greatly helps them to get the information and support they need to better self-manage the condition and maintain their health and well-being. It is disappointing that you have not been made to feel this way so please be assured that your feedback will be used to improve the quality of services.

We would like the opportunity to further investigate the concerns you have raised and can maintain your anonymity if you wish. So that we can investigate we would greatly appreciate you contacting Tamara on phone 9941 0300 or email tamara.sweeney@health.wa.gov.au. You can also contact myself on phone 9956 2291 or email liz.kelly@health.wa.gov.au.

I hope you are starting to feel better and look forward to hearing from you soon.

Regards,

Liz

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