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Feeling scared and unsafe in ED waiting area

Posted By learningjw86

"Feeling scared and unsafe in ED waiting area"

About: Broome Health Campus / Emergency Department

(as a parent/guardian),

My young child & I were sitting in ED waiting area, when an angry, abusive young person entered from outside. Although being escorted out by a security guard they managed to come back into the waiting area a second time. They had taken off their moon boot, was yelling & cursing loudly as I recalled, that they were going to f'n blow this place and then threw the moon boot at the triage/reception windows. Missing our heads, to the side, by about a metre.

My child was very quiet and I reassured them that there was a security guard in place.

What I realised was I believe no one said anything to any people waiting. No one asked us if we were ok. No one came to tell us that all was in hand and the situation was sorted.

A few days later when we thought we might need to return to ED, my child refused to go stating it was not safe and they were scared to go. They said there are always angry people there.

I had felt unsafe as well.

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Responses

Response from James Sherriff, Operations Manager, Broome Hospital, WACHS Kimberley 2 years ago
We have made a change
James Sherriff
Operations Manager, Broome Hospital,
WACHS Kimberley

Submitted on 29/09/2021 at 1:24 PM
Published on Care Opinion at 1:44 PM

Dear learningjw86,

I am really sorry to hear that you and your child had such a negative experience in our ED. I can imagine how scary this must have been for both of you, but especially a child.

I have discussed your story with the ED and security staff. It can be a very difficult situation in the ED when we have patients that require health care but may also be aggressive, as was the case in your story. We could and should have communicated with those in the waiting room better than we did, and we also need to think about who in the waiting room may need to move to another area if a situation like this arises again, particularly if a child is in the waiting room.

I would like to extend an invitation to you and your child for an organised visit of the hospital in the hope of rebuilding confidence in your child that the hospital is safe. My name is James Sherriff and I am the Operations Manager. You can call my mobile on 0417 987 724 or contact me via email james.sherriff@health.wa.gov.au. I do hope to hear from you.

Thank you for taking the time to share your story. It really does help us improve service delivery to our patients.

Best regards,

James

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