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"The worst medical experience I've ever had"

About: Rockingham General Hospital / Emergency Department Rockingham General Hospital / Trauma & orthopaedics

(as the patient),

Torn achilles tendon is a pretty painful thing right? In my opinion, at Rockingham hospital they think otherwise. 

In my opinion, being ignored, lied to, misdiagnosed, and stared at constantly like as if to check if I'm lying about the injury and pain... very rude indeed!

No pain killers for 5&1/2 hrs, and when they did finally, it was only paracetamol!

Being pushed into a corner, facing the wall, next to a rubbish bin, in front of the other patients in ER was pretty humiliating/degrading, and just plain offensive. Something that the other patients commented on at the time.

I believe these so-called medical staff should not be allowed to work around people again - ever!

What a horrendous experience, I have had to consult with my GP, due to feeling like jumping in front of a moving bus. We are sorting it out, but I still feel very much neglected, and worthless.

The fracture clinic booked me in for two weeks time? Doctors and nurses all say should be 1 week...

I believe everything that could be done, has not been done!

I hope they're happy with themselves in the triage & ER departments. I think shame on you all!

Responses

Response from Heather Pearce, A/Executive Director, Rockingham Peel Group, South Metropolitan Health Service 2 weeks ago
Heather Pearce
A/Executive Director, Rockingham Peel Group,
South Metropolitan Health Service
Submitted on 31/03/2021 at 16:15
Published on Care Opinion at 16:16


picture of Heather Pearce

Dear Neglected patient,

Thank you for taking the time to provide your feedback to us.

I am sincerely sorry to hear about your experience in our Emergency Department (ED) and that your experience made you feel neglected and worthless. Please accept my apologies and you can be assured that your feedback has been shared with the staff in the ED and will be discussed at their regular staff departmental meetings in order to improve patient interaction and standards of care.

I do advise that it is usual practice at Rockingham General Hospital ED for a pain assessment to be undertaken at triage and for patients to be offered analgesia when required. It is also our usual practice to check on and communicate with our ED patients every 30 minutes to ensure they are aware of what is happening in regards to their care. Clearly these processes did not occur on this occasion and therefore I have reminded the staff of the vital importance of and need for ensuring these processes are followed at all times.

I am so sorry that you felt ignored, lied to and misdiagnosed and that staff inferred that they thought you were lying about your pain. Communication is extremely important and I would like to reassure you that it has been reinforced to staff that it is important to communicate appropriately with patients and carers in line with Health Service Policy at all times. At times when the ED is very busy all cubicles can be full and other locations are used to maintain the flow of the department, however I am concerned that you were left facing a wall. I have asked the Head of Department for ED to ensure this does not reoccur.

In order for us to look more thoroughly at your injury and treatment process, I would encourage you to contact our Consumer Liaison Officer on 9599 4323 or 9599 4632 (Monday to Friday 8am to 4pm). This would also allow us the opportunity to conduct an investigation into your specific case and give you a more personalised feedback.

I thank you once again for taking the time to provide this feedback as this allows us to improve the care we provide.

I wish you all the very best for a speedy recovery.

Kind regards

Heather Pearce

A/Executive Director, Rockingham Peel Group

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