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"Emergency Department treatment"

About: Geraldton Hospital / Emergency Department

(as a service user),

I presented to the ED recently one afternoon on the advice from my GP who was concerned that I needed an abscess drained and the infection seemed to be resistant to the antibiotics I was taking, continuing to spread and causing extreme pain. The doctor's recommendation was to have the abscess drained (they did an ultrasound in their office and could see there was an abscess) and for me to go on IV antibiotics.

Took over 4 hours to be seen by a Dr in the emergency department.

The Dr did no follow up observations (temp which I believe nurses were concerned about as it was low, BP etc) when the doctor in the ED saw me and literally just looked at the infection site (which is a rash as the abscess is under the skin) and told me I don't need IV antibiotics and to keep taking oral antibiotics, apparently, there was nothing more they could do but give me another script for more of the same antibiotics that weren't working and pain relief, as there is no one at the hospital to do an ultrasound until the next business day for it to be drained.

It was not even 12 hours later and the infection is clearly spreading and I am in so much pain. After the way I was treated that night, I'd rather sit at home and get sicker or potentially let the abscess burst to the point I need an ambulance than to go and sit in the waiting room in so much pain for over 4 hours and just get sent home again straight away.

I ended up back at the hospital recently at night as the abscess (the one that the Dr in the ED the night before said was not that bad) burst when I rolled over in bed and I had to have emergency surgery over the weekend to have it drained and cleaned.

The Dr I saw in ED that night was really unhappy that I had been turned away, along with every nurse I spoke to about it.

Responses

Response from Derek Fraser, Operations Manager Geraldton Hospital, WA Country Health Service last week
Derek Fraser
Operations Manager Geraldton Hospital,
WA Country Health Service
Submitted on 12/01/2021 at 11:47
Published on Care Opinion at 11:48


picture of Derek Fraser

Dear rhinoem55,

Thank you for taking the time to share your concerns about your care at the Geraldton Hospital Emergency Department.

I apologise that you felt you were not listened to during your first presentation and that the care we provided did not address your health issues. I am also concerned that you did not feel comfortable to return to the hospital when your infection was not getting better.

Your feedback highlights the importance of providing care in partnership with our patients and their families and having discussed your feedback with senior clinicians, I have asked them to further investigate your care journey.

We would greatly appreciate your input into our investigation, which would allow us to gain both a more in-depth understanding of what happened and what we can learn from this. I would be very grateful if you could contact me on 9956 2369 or email at derek.fraser@health.wa.gov.au. I would like to assure you that any call or email would be very welcome and I can maintain your anonymity if that is your wish.

I would also like to take this opportunity to let you know that we have a process in place for patients and their families and carers to escalate any concerns they might have about the healthcare they are receiving. The Call and Respond Early (CARE) call process enables people to request urgent assistance when they are concerned about their health and feel that their healthcare team has not fully recognised their changing health condition. 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. The CARE call phone number is 1800 316 729 and if you would like further information about CARE Call, please visit the WACHS Website at: http://www.wacountry.health.wa.gov.au/index.php?id=970

So that our patients and their families and carers are well informed about the Care Call initiative, WACHS Midwest is currently looking at ways to increase awareness of Care Call, including social media promotion on our My Healthy Midwest Facebook page.

I hope that you are recovering well from your surgery and that I hear from you soon.

Regards

Derek Fraser

Operations Manager

Geraldton Hospital

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by rhinoem55 (a service user)

I sent, via email to the address provided, a more detailed recount of my experience a few days ago. As yet I have not received a reply (January 14).

Response from Derek Fraser, Operations Manager Geraldton Hospital, WA Country Health Service last week
Derek Fraser
Operations Manager Geraldton Hospital,
WA Country Health Service
Submitted on 14/01/2021 at 19:51
Published on Care Opinion on 15/01/2021 at 10:14


picture of Derek Fraser

Dear rhinoem55,

Thank you for your further post. I want to assure you that I will respond to your email and I apologise for the delay. I have started an investigation into the concerns you have raised. I would like to assure you that we take your feedback seriously and I will be in contact with you. If you want to get in touch with me in the meantime the best way to reach me is by email or by phone on 9956 2369.

Kind regards

Derek Fraser

Operations Manager

Geraldton Hospital

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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