"Triage process"

About: Kalgoorlie Health Campus / Emergency Department

(as a relative),

I had a family member experiencing severe abdominal pain and I had to take them to the Emergency Department (ED) in Kalgoorlie.

Reception at ED, later in the night looked at us, not asking what's wrong just saying sit, the nurse will be with you shortly. Looking at the seats, which were all full of patients and family waiting, I knew it would be a long wait.

50 minutes into waiting for a nurse, my sibling started feeling nauseous and their face was pale from pain, I approached the receptionist and they stood up and walked out in a matter of minutes. My sibling was vomiting and crouching, not looking good at all, in my opinion. The nurse called out and asked where is the patient that was vomiting and did not come out at all just calling through the glass.

Not one patient sitting in the waiting room had been in called in yet and a baby was screaming its' lungs out. Families with kids were walking out with no treatment, a small family with a baby, I believe in pain, asked reception how long will they be waiting for a nurse as they had been there for a couple of hours and I believe the reply was they just have to be patient. That family left a few hours later and I believe told reception they will be back in the morning.

After nearly an hour and a half, we finally had the nurse bring my sibling pain medication in the waiting room. An hour after that, I told the nurse the pain is worse and not better at all. Soon after that, we finally made it into the ED department on a bed. The Doctor came in and immediately inserted a drip and pulled blood. By the middle of the night, we were told they have Pancreatitis and were given pain medication.

In my opinion, I was appalled at the lack of triaging patients and the lack of patient care from the receptionist.        



Response from Peter Tredinnick, A/Regional Director, Regional Office, WACHS Goldfields last week
Peter Tredinnick
A/Regional Director, Regional Office,
WACHS Goldfields

Regional Director

Submitted on 31/03/2020 at 19:23
Published on Care Opinion on 01/04/2020 at 09:44

picture of Peter Tredinnick

Dear romeobx69,

Thank you very much for sharing your story on Care Opinion.

I am very sorry to hear about the situation that occurred in the Emergency Department (ED) at Kalgoorlie Hospital regarding a member of your family and to learn of the pain that they experienced while waiting in the ED.

I understand your frustration in relation to having to wait to be seen in the ED. There is a system in place in all ED areas where patients are prioritised based on their clinical need, which means that sometimes people who are unwell do have to wait if a person with a higher clinical need requires urgent care. However, regardless of this, we should always be communicating kindly and compassionately with people who are waiting for care. I am genuinely sorry that the receptionist was dismissive about your family member’s condition and for the additional stress this must have caused you and your family member.

We would like to learn more about your experience so that we can understand what happened and why. If you are happy to do this, I would appreciate it if you could make contact with David Bowdidge, Operations Manager Kalgoorlie Health Campus. David can be contacted on 9080 5817 or via email at David.Bowdidge@health.wa.gov.au

Thank you again for taking the time to write to us and tell us about your experience. Your feedback is invaluable as it enables us to improve how we provide services to our other patients and their families.

I hope that your family member is recovering well and that we hear from you soon.

Kind regards,

Peter Tredinnick
A/Regional Director

WACHS Goldfields

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