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Emergency department experience

Posted By bluedd38

"Emergency department experience"

About: Geraldton Hospital / Emergency Department

(as the patient),

Recently, my heart rate was racing and I couldn’t get it to go down. The staff did lots of tests, gave fluids, blood thinners and I stayed overnight. The next day when I was discharged, I was told to come back if it happens again. The staff were really nice. Ernie and the nurse (I can't remember their name) explained everything to me. I have a fear of needles so they talked me through it. 

I was told my test results a few nights later when I presented again. I ended up having a high thyroid.

The second visit, they hooked me up to an ECG and blood pressure machine and moved me to a different area. I felt the doctor was pushy and I asked to have something to calm my nerves before getting the cannula put in (fear of needles) and they said they didn't have time for that, they're too busy. I asked the doctor what they want to put through the cannula and I believe they didn’t know. I wasn’t prepared to put myself through that if I didn’t know what it was for. 

I was given one dose of heart medication, then I was left alone for 2 hours after that. The doctor only came back to discharge me and give me a prescription to get medication for my heart. The doctor didn’t look into the high thyroid and didn’t explain the medication that they prescribed. 

Just before I was discharged, the doctor said I can stay here and wait for hours because there’s no bed up on the ward or go home. They had people sitting in chairs because they'd run out of beds. There was another person, I believe having an asthma attack and they had to sit in a chair I believe because of no beds.  

When I was discharged, my heart rate was still fast. It would settle and then it would pick up again.  

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Responses

Response from Tamara Sweeney, A/Operations Manager Geraldton Hospital, WA Country Health Service 3 years ago
Tamara Sweeney
A/Operations Manager Geraldton Hospital,
WA Country Health Service

Submitted on 6/10/2020 at 4:08 PM
Published on Care Opinion at 4:09 PM

picture of Tamara Sweeney

Dear bluedd38,

Thank you for sharing your story with us about your care at the Emergency Department (ED) in Geraldton Hospital. I am very sorry and concerned to read that you felt you were discharged before your health issues were fully addressed and that you continue to experience problems.

Please know that you are welcome to present to our service at any time and I would like to support you if needed to do this. Your call would be very welcome and also allow me the opportunity to further explore the concerns that you have raised. If you would like to do this please contact me on 9956 2369 or via email at Tamara.Sweeney@health.wa.gov.au. Alternatively, please feel free to contact Liz Kelly, A/Coordinator Executive Services on 9956 8695 or email CES.WACHS-Midwest@health.wa.gov.au.

We value all feedback, as we get to hear about when we do things well but also get to learn about where we fall short of meeting the needs of our consumers. While it is pleasing to hear that during your first visit you felt well cared for, I am sincerely sorry that during your second visit you experienced communication that you felt was poor and you felt uncared for. Respectful and professional communication is essential in providing health care to people and your story has been shared with staff in the ED as a learning opportunity to show the importance of communication on the experience for patients, their families and carers.

Once again, I apologise for your experience and I hope to hear from you soon.

Kind regards

Tamara Sweeney

A/Operations Manager, Geraldton Hospital

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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 17/11/2020 at 1:26 PM
Published on Care Opinion at 2:11 PM

picture of Derek Fraser

Dear bluedd38,

I am following up in relation to the story you shared with us recently about your experience at Geraldton Hospital Emergency Department.

My colleague, Tamara Sweeney, responded to your story while I was on leave and I am just following up to see if you would like to contact me to talk about what happened.

My name is Derek Fraser and I am the Operations Manager at Geraldton Hospital. If you are happy to, please feel free to call me on 9956 2369 or via email at derek.fraser@health.wa.gov.au. Alternatively, you can contact Liz Kelly our A/Coordinator Executive Services on 9956 8695 or email CES.WACHS-Midwest@health.wa.gov.au.

I also wanted to let you know that we have shared your story with our Emergency Department staff for their reflection and learning.

I do hope your heart rate is responding to the medication and that your health continues to improve.

Once again thank you for sharing your experience with us.

Kind regards

Derek Fraser

Operations Manager Geraldton Hospital

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