"Unfair and rude treatment"

A few months ago, I was diagnosed with infected cellulitis by a GP. They recommended that I have my foot treated at a hospital and that I required Intravenous Antibiotic. We went to Box Hill Hospital emergency. The ER clinician who attended to me said there are no beds available when they read the GP’s letter. They looked briefly at my swollen foot and said my foot isn’t infected. I will have to wait a long time. At that time, my spouse was waiting with me. We were not told at any time, that visitors were not allowed. About an hour later, I had to accompany a clinician for an X-Ray. I had to walk with them (in great pain) as my bag was on the wheelchair and I could not lift it. I noticed my spouse talking in a cordial manner with the guard at the entrance.

When I returned to my seat in the waiting room, two guards approached us and, I believe in a voice audible to all, one of the guards told my spouse that they had to leave because only parents were allowed to accompany their child, no other visitors allowed. At this stage, it seemed to me there were 3 other adults who had visitor stickers.

My complaint is regarding the unfair and unjust treatment of my spouse who had to leave because the doorman saw me walking with the nurse. I believe my spouse was spoken to rudely.

After midnight, I rang my spouse to pick me up. The emergency nurse was very kind and advised to return before morning as there would be fewer patients there.

I returned in the morning in a wheelchair. There was a different doorman who I found was very respectful. The nurse was also very courteous and put me in the Fast Treatment room where I was attended by 3 professionals, provided ultra-sound, blood tests, oral antibiotics and advised to be referred for a CT Scan by my GP.

On my way out (to leave) the doorman from the previous night was on duty. When I asked for a wheelchair, I recall they said that there was none available. I requested a wheelchair from the nurse but had to wait as there was none available. As I sat while waiting, the doorman approached me and said I have to sit at the back. I replied that the nurse is waiting to get a wheelchair for me. Why the apparent insolence? I wondered if this was the way doormen and security guards dominate. The nurse who wheeled me out was very kind. They even made sure that I was in the shade near the car park.

Summing up, I believe staff should be trained in the art of respect and courtesy. Based on my experience, I do not require bullies from staff. People visit hospitals because they are unwell.

Thank you to the doctors in the Fast Track room and the nurses in emergency room.