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"Appalling treatment"

About: Geraldton Hospital / Emergency Department

(as the patient),

I went to Geraldton Hospital via ambulance recently which was called by my teenage child who is also my full-time carer because I have multiple health problems. I had my fourth hernia repair earlier in the month at another hospital and they found blood full of fluid. Ever since then I have experienced severe pain and has been getting worst.

I got up to Geraldton and I was treated like absolute rubbish throughout the night.

A nurse came in and put me over to the bed, took my blood pressure etc, and that was it. Then the doctor came in.

I felt this doctor was extremely rude and was only asking my child the questions. Luckily my child knows everything about my medical history. They then went away, I did some bloods. They said do a CT scan and go from there. They went and spoke to the surgeon whilst a nurse came back in, gave me needle and antibiotics.

I then waited 45 mins for ultrasound like they forgot about me. Doctor came back and said surgeon was going to talk to me. During this time, there was mention of me possibly staying in Short Stay Unit. But when the surgeon came in they said there’s nothing they can do for me. They said everything came up clear so it is not due to chronic pain. But then also said they found two lumps and 1 lymph node but they can’t operate on me because I didn’t have my hernia operation here. I felt their attitude and treatment of me was extremely rude.

I kept saying I am in pain and that I needed to stay in hospital to be monitored but they kept denying that. The surgeon then continued to run my child down and made them cry for asking/explaining that I (their parent) am in pain and “all I’m asking is that you monitor them in hospital” and begged them for me to stay for one night. But they were so rude and kept talking over me and my child whenever we tried to explain/ask questions. I asked for a second opinion and they shut me down and said the surgeon’s opinion is the second one. I then asked for a third opinion but just got told, Nope!. They kept saying that I have been in hospital too many times because of other problems so they were not going to admit me this time.

I was sent home a few hours later on pain killers. It’s frustrating because I am still in pain they told me I could stay in short stay but then changed their minds and said the pain could be in my head and that I need to go home. I’m too scared and worried to go back to that hospital. I felt they questioned me and made both myself and my child emotional more than help me.

All I wanted was to be admitted and monitored because I was in pain, I know my body and my medical problems but I felt the drs just don't seem to understand that and it upsets me to see that I had to come to this stage to put my point over. I should have been able to stay in hospital but I felt like a piece of dirt. They just tell me to go home and take panadol, now I'm here in pain and have been vomiting and that's not good enough.

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Responses

Response from Derek Fraser, Operations Manager Geraldton Hospital, WA Country Health Service 3 years ago
Derek Fraser
Operations Manager Geraldton Hospital,
WA Country Health Service
Submitted on 31/08/2020 at 9:37 AM
Published on Care Opinion at 9:37 AM


picture of Derek Fraser

Dear limatk45,

Thank you so much for taking the time to share your story on Care Opinion and for getting in touch with me to discuss your concerns.

I am very sorry to hear about your experience at the Geraldton Hospital Emergency Department, which must have been very upsetting for you and your child, as your carer. On behalf of the WA Country Health Service (WACHS) Midwest, I unreservedly apologise for the distress this has caused both of you.

I would like to do what I can to support you to access the care you need, as well as gain a more in-depth understanding of what happened. Please continue to contact me on 9956 2369 or via email at derek.fraser@health.wa.gov.au. Alternatively, please feel free to contact Tina Pendlebury from Geraldton Hospital. Tina’s number is 9956 8723 or you can email her at: CES.WACHS-Midwest@health.wa.gov.au.

I understand that you are aware of a process at Geraldton Hospital that is known as CARE Call. This is a three-step process that assists patients, or their families and carers, when there are concerns that a patient’s health is getting worse or not improving. When a CARE Call is made, a senior staff member listens to the concerns of the person making the CARE Call, and makes a full assessment of the patient’s situation. The senior staff member then liaises with the treating medical team and other health care providers as required. If you wish to make a CARE call, the number is 1800 316 729; your call would be very welcome. If you would like to know more about CARE call, please visit the WACHS website at: http://www.wacountry.health.wa.gov.au/index.php?id=970.

I would like to assure you that we are taking your feedback seriously and we will be sharing it with our staff so that we can improve the care we provide for all of our patients and their families and carers.

Thank you, again, for sharing your experience with us and I would like to reassure you that we want to continue to offer you support in whatever way is most appropriate for you.

Kind regards

Derek Fraser

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Response from Derek Fraser, Operations Manager Geraldton Hospital, WA Country Health Service 3 years ago
Derek Fraser
Operations Manager Geraldton Hospital,
WA Country Health Service
Submitted on 29/09/2020 at 12:49 PM
Published on Care Opinion at 1:01 PM


picture of Derek Fraser

Dear limatk45,

I am very appreciative that you have been in contact with myself and Justine and I want to reassure you we are both available for ongoing contact with you and your family and are committed to assisting you to access the care you need.

I apologise again for the way in which you experienced our service, which was not reflective of our values or the safe, person-centred care we deliver to our community. I have shared your feedback with our staff, and we will use your experience to improve the care we provide.

Please know you are welcome to present to our service at any time. If you would like further support your contact would be welcome. I am available on 9956 2369 or via email at derek.fraser@health.wa.gov.au, alternatively, you can contact Justine Randall our Customer Liaison Officer on 9956 2386 or via email at justine.randall@health.wa.gov.au.

Once again, I am so sorry that our service let you and your family down and you did not experience the compassionate and kind care I know our service can provide.

I hope you are feeling better, and that you make contact again with myself or Justine when this suits you so we can continue to offer you support to access the care you need.

Kind regards,

Derek Fraser

Operations Manager Geraldton Hospital

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