"Security"

I have been coming to Box Hill Hospital for an infusion every month for about 2 years so I know the protocols for covid - from the car park, come out of the lift at level 0, QR check in, change to hospital mask, get a sticker and get temperature taken. I have never experienced anything like this recent episode which left me fearful of coming to the hospital and in fact a kind staff in the clinic walked me to the car park because I was frightened for my safety.

I often chat with the staff at the lift because I see them so often but, on the day of writing this, there was a different person and I felt they were very rude. I don't know if they knew what to do because they didn't ask me to get a mask or a sticker - I did it myself and they watched.

I was in the process of checking in on my phone and the signal was really bad so I kept having to press submit over and over. I was also late for my appointment so I started to walk and do it at the same time. The security person asked to see what I was doing on my phone in what I felt was a rude manner and I said it was fine, I was doing the QR check in and held up my phone - I said I had to go because I was late. I recall they then said I must stop and see my phone or they will call security! I said that I didn't need to be told what to do by them and proceeded to my appointment.

I was in the waiting room for my appointment for about 1/2 hour and another security guard came in and said, I recall, you need to go to security. I said I intended to go after my appointment to put in a complaint about the person from earlier because I don't think they knew what they were doing and was very rude. This security guard began standing over me and yelling that the other person has worked in there for some time and knew everything. I recall they said that they are working on having me banned from the hospital because of my behaviour.

I felt they were very loud and aggressive and this was overheard by another patient, the receptionist, and the RN on duty who came out and asked what the security was doing standing over me and yelling like that... The guard said that they had been looking for me and I have seriously breached security by not having my temperature checked - I don't even recall whether I did get it checked or not. Because they were acting like that, the nurse asked them to leave and came over to get my side of the story.

I told the nurse what had happened and showed them on my phone that I had checked in. I was in tears by this time and almost hyperventilating, having never been in trouble and this guard was acting like they wanted to tackle me to the ground. Another nurse kindly came and gave me a glass of water to calm me down.

The receptionist at the time, said that I shouldn't have been spoken to like that and that it was uncalled for. They said that they would walk me to my car after the appointment because I said I was worried that I would have another incident occur with security at the hospital. 

I didn't end up going to see them after my appointment as I couldn't cope with any more drama and a staff member said that they were going to put in a complaint on my behalf. In my appointment I asked to change my medication to a self injecting type that I do at home so I do not have to come to Box Hill anymore - I have one more infusion before that kicks in - so I guess I will see if I am banned or accosted by security then!

I am being flippant about it but I found this behaviour genuinely frightening - I have also had 4 operations in hospitals in the last year so I feel I well and truly know these systems. I understand that people are under pressure, angry and trying to do their job - but this is a hospital and I believe I won't be the only one who will stay away because they are too scared to come.