"Mistreatment at emergency department"

Recently, I went to the hospital to take my 3 niblings who are in my care, to get a check up as it seemed to me they were really sick and needed to see a doctor. I saw a clinician beforehand and was put into the COVID room.

I believe I was there 4 or 5 hours with the kids who became restless and I was becoming stressed as well. So I went to the front desk and asked nicely how long they reckon it will take or even an estimate. I recall the clinician spoke in a rude manner and made me feel shame and embarrassed. I remember I replied to them and said that I never asked how many room and beds they had I asked how long it will be till the kids see a doctor. I was so upset by the way the clinician spoke to me and the way I felt I got treated and believe that's not right to treat anyone in that way.

At the entrance where you go in to see a dr, I recall a different clinician was just standing there staring at me which I found very intimidating and so I asked them if they just going to stand there and stare at me. The clinician opened the door and all I said was how I felt it was rude as the clinician went back in the emergency part. I believe, the clinician then called code black as I was still standing there with my niblings. Then the clinician came out and told me to leave. I recall I said something along the lines of no I am not going anywhere, I’ve been here all morning waiting patiently to see the doctor. After the clinician told me to leave I had words with them asking them to write a letter on why I had to leave. In the meantime, it seemed to me the other patients addressed the situation on my behalf too as I believe they had heard and seen how the clinician was treating me and I recall they said if you don't go then security will ask me to leave.

The kids were upset, tired, sick and I felt they didn't even take into consideration how the kids were feeling and how the situation made me feel by being disrespected. I left, feeling shamed, treated unfairly and rang the department about what happened as these children just came into my care and all I was trying to do was access some help for their sickness and I get treated like this.

I spoke to the manager, Kylie, who I felt was very caring and helpful to explain my situation and they organised for a doctor to see my niblings in the kids ward which I found to be a much more calmer and nice environment. We spent the whole day at the hospital and it was the most stressful day on us all after the way we felt we were treated by the staff in ED.

I believe nobody should be treated like that regardless of what race or colour you are and I have not experienced such behaviour under any circumstances. I went for medical help and you are supposed to feel safe and get the best medical care possible at all times and I believe we have a right to be treated with respect when we are asking for information or an update on how long – which I feel is not much to ask for.

In my opinion, it's important your staff need to have or show a bit of empathy and compassion in stressful situations where I believe that they don't know the underlying issues, but also don't assume you know, and treat all fairly and as human beings. I am also a worker for a facility managed by WACHS too so it was very distressing and shameful to be treated like this. I want it addressed so others don't have to go through what I experienced.