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Eye flushed

Posted By robinxj39

"Eye flushed"

About: Royal Perth Hospital / Emergency Department

(as the patient),

I went to the emergency department after getting a disinfectant concentrate in my eye at work. First I visited an urgent care nurse who I believe said the chemical was alkaline so I should get it flushed out thoroughly as soon as possible and PH tested. They didn’t have necessary supplies and urged me to go to the ER.

I arrived at emergency around late at night. I recall I waited roughly an hour to be triaged, and then another 7 hours before I left not having seen a doctor. I couldn’t continue waiting because I had to go get ready for work. I had a severe panic attack during my wait and a pretty spectacular emotional breakdown.

This was partly set off by another patient who I believe had previously been attended to and frequently restrained by guards. They seemed inebriated and very distressed. When the hospital staff agreed to let them leave as they had been asking to, it seemed to me the guards and staff just walked away and didn’t even direct them to the door. I recall the patient approached me shouting threats and I felt nobody was around to help. After a few hours of sobbing, I didn’t believe I’d need my eye to be flushed out anyway.

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 2 years ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 2/02/2022 at 11:33 AM
Published on Care Opinion at 12:05 PM

picture of Lesley Bennett

Dear robinxj39,

I am very sorry to hear of your recent experience at the Royal Perth Hospital (RPH) Emergency Department (ED). It is unfortunate your treatment couldn’t be managed by the urgent care clinic and you needed to attend the ED, which I acknowledge can be an overwhelming environment, primarily treating emergency and crisis patients.

Patients are assessed based on triage criteria, with the most unwell patients receiving priority treatment. I acknowledge this can often result in long wait times for some people presenting to ED for treatment.

With a central city location, RPH receives presentations reflecting the scope and complexities of the broader community it serves. I understand this can be confronting and want to assure you that the RPH leadership team are committed to maintaining a safe environment for patients, visitors and staff, with a number of strategies in place to address violence in our hospitals. Where necessary RPH ED and Security staff initiate actions to manage anti-social behaviour.

I can assure you that staff work hard to treat every patient that attends RPH in a timely manner and I am concerned you left before being reviewed. I trust you sought further treatment if you had any ongoing concerns with your eye and that you are now fully recovered.

The Royal Perth Bentley Group is committed to providing the highest quality of care for patients and I would like to sincerely apologise that this was not your experience with our service. If you are comfortable doing so, I encourage you to discuss your concerns with the Consumer Engagement Unit on (08) 9224 1637 during business hours, 8 am to 4 pm Monday to Friday or via email: RPBG.feedback@health.wa.gov.au.

Thank you for the opportunity to respond to the matters you have raised and I truly hope that any future experience with RPH is positive.

Kind Regards,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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