"Condescending and rude"

Recently, I presented to ED at St George Hospital to sit with my spouse who had been there for around 60 mins prior due to a head injury during soccer. When their name was called and we went up to the desk, I felt the triage nurse spoke in the most condescending, disrespectful manner saying we’ve been too busy on our phone while they had been calling us for 45 mins, and were we there to get our ears checked, it seemed attempting to mock my spouse who I felt was clearly not comprehending well due to their head injury.

As a staff member of the same district, I was so taken aback by their disrespectful, condescending demeanor and what I saw as an attempt to mock my spouse. I wondered why have someone who I feel lacks empathy and communication skills as a triage nurse. What if my spouse was hard of hearing or had special needs and staff asked them questions like that and in that tone.

At every chance they had during their handover, I recall they mentioned that oh yeah, they had been calling us for 30 mins and I was right there. Which was false anyway. We were met by the loveliest nurse after handover who was nearing the end of her 12 hour shift. If someone can be exhausted and still be respectful, kind and empathetic, I feel there is no excuse for another to not be. Additionally, all our HETI training teaches us how to communicate with others. Perhaps they require more training.