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"Disappointed with the treatment and care received"

About: Jurien Bay Health Centre

(as the patient),

I work in Jurien Bay throughout the week and live in the metro area. I attended the Health Centre one night about a month ago at the early hours of the morning because I'd woken up and felt like I could not take in any oxygen despite being able to physically breathe ok. I was buzzed in immediately and felt in distress however was remaining calm on the surface - I was fearful that I actually might die. I explained my symptoms to the admitting clinician who asked me questions, then said as I recalled, well it looks like you can breathe ok now. I told them it wasn't that I couldn't breathe, it was that it felt like my breathing was not giving me enough oxygen.

They took me in to sit on the bed to check oxygen levels, heart rate, blood pressure and these came back normal, however, I felt in a lot of distress and quite frightened to go back to my accommodation thinking I might die in my sleep.

I expressed all of this to the clinician who seemed to treat me like I was faking it or that I was over-reacting. They said as I recalled, well what do you want me to do? I can get the dr on the screen but they'll just tell you that all the tests are fine and to go home and get checked by your doctor. At this stage, I could feel myself getting distressed from their demeanour and my response was to go quiet. I replied, if you can tell me I won't die overnight, then I'll go home. They replied, I can't guarantee that...but if you go, you'll have to sign this form to say you are refusing treatment. This despite no offer to help beyond the initial basic tests. They did not offer for me to stay and be monitored to ease my distress. In my opinion, they guided the conversation to ensure I left quickly. I felt they wanted to get me out of there. So 45 mins I was back home terrified that I was going to die.

This clinician's manner was very upsetting and I would hesitate to feel safe to go back there in future based on this experience. They just seemed bored and irritated by my presence there when I could see there were no other patients there, I believe, at the time.


Response from Trenton Greive, Operations Manager Western Wheatbelt, WA Country Health Service - Wheatbelt last month
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Trenton Greive
Operations Manager Western Wheatbelt,
WA Country Health Service - Wheatbelt
Submitted on 13/09/2021 at 12:44
Published on Care Opinion at 13:45

picture of Trenton Greive

Dear Working Local,

Thank you for taking the time to provide feedback on your recent experience at Jurien Bay Health Centre.

I regret to read that you felt the treating clinician was not attentive to your distress and listening to your needs.

Your feeling of anxiety was very understandable given the circumstances of your presentation.

Our staff are expected to provide compassionate care at all times and provide reassurance to our patients in our care. Asking our Emergency Telehealth doctor for their opinion on your results could have provided you with additional reassurance that you would be fine.

I apologise that this did not occur for you and the language used by the treating clinician only exasperated your anxiety.

I have forward your Care Opinion story to Ms Annette Fookes, Clinical Nurse Manager Jurien Bay Health Centre who will raise your story at the next Nurses meeting. Should you wish to discuss the incident further please do contact Annette on 9652 0200.

Should you have any further health issues I do encourage you to re-present to Jurien Bay Health Centre or to the local GP.

Thank you again for your valuable feedback.

Best wishes


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