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Care Opinion

Treated rude and abruptly

Posted By Maxsw49

"Treated rude and abruptly"

About: Marble Bar Nursing Post

(as the patient),

I ran out of a prescription drug and suffer extreme withdrawals if I don’t get it. I am 200kms from the nearest pharmacy. This has happened before and I have asked at the nursing post for help if I could get some tablets from the nurse for two days then I would go to town and replace them. 

Back story - I come from interstate, I have been living out of my car for twelve months after being locked out with COVID changes. I thought I had the tablets in the car. My prescriptions are not in sync, I don’t run out at the same time, I get friends to pick up scripts when I can to save money on the trip. It is my fault I ran out, but feeling desperate, I thought to ring the nursing post again as in the past they had helped without complaint. 

My person avoids confrontation whenever I can. I detest it and take it very personally. I am always apologising and saying sorry to ensure I have no issue. 

I rang the post and a nurse answered. They came across as angry straight up and I felt they started to berate me and telling me I should know better, it was unacceptable, they kept going on, belittling me until I was upset.

The nurse, in my opinion, very begrudgingly agreed to help at the expense of someone else missing out. I said no, I wouldn’t take it and not to worry. I got off the phone and started bawling. I am not a baby, I am in my 50s and do not enjoy being spoken to in a condescending manner. 

I made the trip the next day to town to get the script, 400km return trip, $150 fuel bill and then had to go again the next day for an appointment. I do not have the finances to afford it. 

Based on my experience, I will never go back there again when they are there, even if I am hurt. I would rather travel 200km to the next town. 

Previously, I asked this same nurse if I could get a COVID test and in my opinion, they absolutely did an awful job and as such a repeat was requested, but even at that stage I was reluctant to want to see them again and so did not go through with the repeat. 

I asked for help and I did not expect this nurse's response, it caught me off guard. I have only experienced lovely nurses before. This is a very small remote town I did not know I could get my scripts here, I have since found out that systems are here for me to do that which I will do. I will always swing pick up to a time when this nurse is not there. 

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Responses

Response from Louise Steedman, Operations Manager, East Pilbara, WA Country Health Service (WACHS) Pilbara 3 years ago
We have made a change
Louise Steedman
Operations Manager, East Pilbara,
WA Country Health Service (WACHS) Pilbara

Manages the operations of health services located in East Pilbara

Submitted on 9/03/2021 at 1:21 PM
Published on Care Opinion at 1:21 PM

Dear Maxsw49,

Thank you for providing your feedback regarding your recent experiences at the Marble Bar Nursing Post. Your current circumstances with your health and accommodation must be very challenging, particularly as you’re away from home, friends and family for support, and I was saddened to read that you felt belittled when you recently attended the nursing post. All people should feel comfortable and safe to attend our health services if needed, and I’m sorry that this wasn’t your experience. I hope that we can work with you to help you feel reassured that, should you need to, you are welcome to attend the Marble Bar nursing post.

I have shared your story with Simone McKinlay who is the Director of Nursing and Midwifery who has relayed your experience with the staff at the clinic today for their reflections. Please know that all staff have also been requested to undertake a newly developed training program that focuses on the importance of providing compassionate and person-centred care.

Unfortunately, the Marble Bar nursing post does not stock all types of medications and to ensure that our supplies are available in emergencies, we are not able to dispense your medications as per your prescription. Understandably, you would be concerned about running out of your regular medication and being so far away from the nearest pharmacy and Simone has spoken with staff about how we can best advise people of the local services that can support people who require a prescription to be filled. I am pleased to read that you now have access to this information and that you can source your medication locally.

I would also like to apologise for the repeat COVID 19 test that was required. I'm grateful that, despite feeling reluctant due to your experience from the first procedure, that you were able to appreciate the important role that accurate testing plays in identifying any community transmission of COVID 19.

If you feel comfortable to I strongly encourage you to contact Simone McKinlay, Director of Nursing and Midwifery at the Hedland Health Campus on 9174 1042 so we can work together to ensure you feel comfortable and confident attending the nursing post in the future and discuss potential solutions to the problems and issues you are currently experiencing. Your call would be welcomed.

Kind Regards,

Louise Steedman

East Pilbara Operations Manager

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