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Rude triage staff

Posted By limahg76

"Rude triage staff"

About: Bunbury Hospital / Emergency Department

(as a parent/guardian),

Recently around midday two staff members in the triage and behind the counter were, I felt, so rude to me. I came in with a very poorly baby and when taken into triage was asked if I'm a first time parent because the clinician couldn't see anything wrong with my baby from just taking their temperature and weight. I believe this is the most rude question and, I felt, had nothing to do with the health of my baby. In my opinion, this question makes parent's feel paranoid and self doubting.

I was then sitting in the ED waiting area for a long time and the staff didn't come to re-check on us. I felt like I shouldn't have been at the hospital and nearly walked out until my baby needed an urgent feed and nappy change. I got up and found a private room to settle my baby in.

Another clinician came in and found my baby had a fever... The initial clinician, I believe, acted so surprised but also didn't seem to care one bit. My baby needed urgent attention, the paediatricians were quite concerned about how long it was in the waiting room for. The, I felt, grumpy clinician from triage needs to, in my opinion, stop being so rude and cold to people.

Also, I believe the question about being a first time parent is detrimental! I nearly went home with a baby who needed 4 days of hospital treatment. The, I felt, bullying I received from the clinician is not good enough. In my opinion, parent's know best despite whether it's their first or 8th.  

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Responses

Response from Amber Hargans, Nurse Unit Manager, Bunbury Critical Care Directorate, WACHS South West 2 years ago
We are preparing to make a change
Amber Hargans
Nurse Unit Manager, Bunbury Critical Care Directorate,
WACHS South West

Submitted on 14/06/2021 at 2:41 PM
Published on Care Opinion at 2:50 PM

Dear limahg76,

I am distressed and sincerely sorry to read about your care experience with the interaction with the triage staff at Bunbury Hospital Emergency Department, when your baby was unwell. The behaviour you have described is unacceptable and not the excellent care we are striving for each and every patient or the standard as a hospital we set for ourselves. I will be urgently sharing and addressing your feedback with my team.

It is important that all our staff value and listen to a parent's concerns when their children are unwell. You are right; you know your baby better than anyone and that is why you are the most important member of the care team for your baby.

I am glad you did wait to be seen and your child received the care they needed once they were seen in the Emergency Department.

I am happy to speak with you to look into your baby’s presentation more thoroughly. If you are comfortable to reach out I can be contacted on 9722 2257 or if you prefer our Customer Liaison Officer can be contacted on 9722 1521.

Bunbury Hospital has in place a 24/7 waiting room liaison nurse, whose position has been quarantined from deployment to other areas, to ensure the safety of patients waiting and to ensure proactive and positive communication. We will be providing ongoing training to our waiting room liaison nurses to ensure we are improving our care in this important area of the Emergency Department.

Also, if you are a patient at Bunbury Hospital in the future and are ever concerned we do have a system called CARE Call. Call and Respond Early (CARE) provides patients, their families a way to receive or call for assistance when they feel that the healthcare team has not fully recognised the patient's changing health condition. Your call will be answered by a senior member of our staff. After listening to your concerns, the staff member will take what action is required to address your concerns; for example, they may contact the treating doctor or other members of the healthcare team to ensure you or the person you are concerned about is assessed and any necessary changes to the treatment plan are carried out. The person who receives your call will keep you updated as to what action has been taken. The CARE Call number for Bunbury and all Southwest Hospitals is 1800 744 059.

Thank you once again for sharing your care experience and wish you and your baby all the very best.

Kind regards,

Amber Hargans

Nurse Unit Manager

Critical Care Directorate

Bunbury Hospital

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