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Treatment for my child's fractured arm

Posted By Feedbacker

"Treatment for my child's fractured arm"

About: Sutherland Hospital / Emergency Department

(as a parent/guardian),

I felt there were unnecessary wait times (no one else around and being made to wait). The original consulting doctor left without finalising treatment nor communicating them leaving and any transition of care.

My child's X-ray was taken and I had to follow up 1.5 hours later to get someone to process the X-ray for the next step. I believe the assessment of the X-ray was given by Nurse Practitioner, and it seems they missed the extent of injury (this was subsequently reported by radiologist report after treatment). The treatment was a manipulation of fracture and a half cast.

My child's discharge was actioned with a referral to a specialist within a fortnight. Subsequent X-ray and consultation with the specialist resulted in an assessment that the original treatment was incorrect and did not properly treat the injury. We were admitted back to the hospital the next day for general anaesthetic and corrective treatment with extended recovery required.

Actions by Sutherland A&E were, in my opinion, unnecessarily delayed and/or poorly communicated; it seems the treatment was wrong and I question the capabilities of staff given the subsequent treatment by a specialist.

I believe Sutherland A&E did not act with due care.

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Responses

Response from Vicki Weeden, General Manager, The Sutherland Hospital & Garrawarra Centre 3 years ago
Vicki Weeden
General Manager,
The Sutherland Hospital & Garrawarra Centre

Submitted on 31/07/2020 at 2:08 PM
Published on Care Opinion at 2:08 PM

picture of Vicki Weeden

Dear Feedbacker,

I was sorry to read about the issues you had during your child’s presentation to the Emergency Department at Sutherland Hospital and would like to apologise to you for your child’s experience on this occasion.

We take your concerns very seriously and I have referred your feedback to the Director of Emergency Medicine (Dr Andrew Finckh).

Although I appreciate you may wish to remain anonymous, should you want your child’s treatment to be reviewed in more detail, please contact Valmai Ciccarello, Consumer Feedback Manager on 9540 8523 or email SESLHD-TSH-Consumerfeedback@health.nsw.gov.au.

Thank you for bringing your concerns to our attention and I trust your child is making a steady recovery.

Kind regards,

Vicki Weeden

General Manager

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Update posted by Feedbacker (a parent/guardian)

It has taken seven months and several, I feel, fruitless correspondence to receive a final written notification from the General Manager at Sutherland Hospital. The initial responses to my enquiries and expressions of dissatisfaction were in my opinion, met with inaccurate advice and even denial of factual information. The matter culminated in a teleconference with three senior staff (notably excluding the General Manager that I believe had been providing inaccurate written responses), and several apologies were given related to the manner in which my child's treatment was actioned and the subsequent communications. The lack of accountability shown by the General Manager here was evident, however, I felt the other senior staff did express contrition and empathy. The Hospital has promised to provide extra training to the ED staff and also update their written discharge paperwork for accuracy which should result in an improved process for treatment, discharge and clarity of care following discharge.

Response from Vicki Weeden, General Manager, The Sutherland Hospital & Garrawarra Centre 3 years ago
Vicki Weeden
General Manager,
The Sutherland Hospital & Garrawarra Centre

Submitted on 5/03/2021 at 2:46 PM
Published on Care Opinion at 2:49 PM

picture of Vicki Weeden

Dear Feedbacker,

We are committed to providing clinical care of the highest quality to all our patients and regret that the care provided on this occasion did not meet the family’s expectations. We apologise for our delayed response and hope that the recent teleconference with senior clinicians was able to address concerns that have been raised. Feedback from patients and families provides opportunities for reviewing and improving clinical care.

Thank you for bringing your experience to our attention.

Kind regards,

Vicki Weeden

General Manager

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