"Rudeness of Staff"

Having formerly worked with WACHS Hedland Health Campus (HHC) I was appalled at the rudeness and lack of empathy towards my spouse, who attend the Hedland Health Campus Emergency Department recently for a follow up from their attendance at ED. 

My spouse had a terrible fall where they fell through a ladder after it gave way when they were leaning on the roof to put up a shade sail. They hurt their back, head, legs and feet during the fall.  

Due to being in self-isolation and the current situation with COVID-19 I understandably could not be let into ED with my spouse on initial attendance. They had been tested at HHC for COVID-19 a few days before, with a negative result due to having a head cold and their work place requested they be tested. We had been in New Zealand returning to WA a few days before that. 

My spouse was released from ED without any documentation after I received a call to collect them an hour after they attended. They were released with two bandages, one for each shin and ask to return in a couple of days by the treating doctor for a follow up. My spouse said they had stitches in their right shin and injections with some paracetamol for pain relief. The doctor advised my spouse didn't have any x-rays and when I asked about their head, my spouse said the doctor told them they didn't think they hit their head but you could clearly see from the abrasions on the side of their right face that my spouse did in fact hit their head. All the pain my spouse was feeling were their legs and back at the time of attending ED. 

Two days later my spouse phoned ED advising who they were and what they were ringing for and if it's ok to attend because if busy they would try again later. The nurse on the phone after going through all the COVID-19 questions again advised them it was ok to attend and it was luck of the draw when busy. On arriving at the hospital shortly afterwards, I dropped my spouse off and continued straight back home due to the self-isolation. My spouse called me within a few minutes and sounded very upset and angry.  On arriving at the hospital to collect them they said they were not going to be seen and not to come back until after the end of their self-isolation. I asked my spouse, what about checking your wounds and injuries. They said after answering all the COVID-19 questions again my spouse continued to advise the hospital that they were told by the doctor on a recent visit to return for a follow up in a couple of days, the nurse told them, I find that highly unlikely. This upset my spouse and felt the nurse was accusing them of lying. They continued to say that they were told to come back in by the doctor, the nurse stated they should be in isolation so you need to go back home. My spouse stated again they were told by the doctor to come back in and that they were concerned about their injuries, the nurse advised my spouse to go and see the GP. My spouse then asked if they could at least please get a medical certificate then, as they would need this for their boss also insurance if required, the nurse went away and then came back and advised my spouse to come back after their isolation period has ceased.  During this conversation through the intercom and then the nurse standing in the door way my spouse found them to be quite rude and showing no empathy for their situation especially that my spouse was struggling to walk/stand and was still in great pain.  

My spouse called their GP for a telephone consolation and as they also would not see them due to the self-isolation period. The GP advised that they needed to follow up with the hospital and said they would need x-rays due to the pain and swelling and that they were struggling to stand and walk. My spouse told the GP that the hospital did not want to see them and they had to follow up with the GP. The doctor agreed to see my spouse at the end of their isolation. 

My spouse has not been seen to again at this stage or their injuries looked at further, x-rays taken or given medical advice on what they are to do with their injuries and we have so many questions. My spouse had been tested negative for COVID-19 at HHC and was suffering a head cold with a blocked nose. Why could my spouse not have been seen again for the follow up after the treating doctor requested them to, knowing that my spouse had a negative test and was not showing symptoms and especially as the nurse would have seen the pain they were in and they were just turned away with no care? Why was my spouse treated with such disregard and the Nurse be so rude and show no compassion, they showed this in their tone of voice and body language?  

The treating doctor was very good and although the first contact with reception and ED staff showed lack of knowledge with how to initially treat my spouse for their accident because of COVID-19 and for their COVID-19 test, we understand that but there is no excuse for rudeness and staff need to be reminded this when dealing with patients. What if my spouse's condition worsens as at this stage, they would be reluctant to seek help after this treatment.  

We both understand that this is a very difficult time for everyone and that at times we all get under pressure but please people who are sick or injured like my spouse need to be treated with empathy, respect and not spoken with such disregard at any time.