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"Lack of care in emergency"

About: Kalgoorlie Health Campus / Emergency Department

(as a service user),

As I was passing through Kalgoorlie on my way to a job, I stopped into the Emergency as I was coughing badly, bringing up mucous and had trouble breathing. Straight up I was asked to do a Covid Test outside which was fine as I have had 3 or 4 previously, as the cough was going on for it's 8th week.

I told the nurse I had been given antibiotics and steroids earlier but they didn't help. The test was negative and I was isolated to a room which I also understand however not once was any obs done on me nor did I get seen by a clinician in about 3 hours. It seemed to me the waiting room filled and emptied twice while I was there and not once was I even approached by staff. The room was cold and my coughing and wheezing became worse and when I asked the staff about how long it would take to see a Dr, I recall I was told the beds were full. I left untreated and was diagnosed the next day at a different hospital with bronchitis and asthma, and seen within an hour, with obs done twice, I believe with only one Dr on duty.

Based on my experience, I feel quite disgusted with the Emergency Department in Kalgoorlie and suggest something is drastically done to stop this from happening to someone else.

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Responses

Response from Peter Tredinnick, Executive Director, Regional Office, WACHS Goldfields 2 years ago
Peter Tredinnick
Executive Director, Regional Office,
WACHS Goldfields

Executive Director WACHS Goldfields

Submitted on 20/04/2022 at 2:54 PM
Published on Care Opinion at 2:59 PM


picture of Peter Tredinnick

Dear cheetahds35,

Thank you for your taking the time to share your story about your recent experience at the Kalgoorlie Emergency Department (ED). I apologise for the wait time you experienced and the distress and discomfort this may have caused you.

A Rapid Antigen Test (RAT) is required for every person prior to entering the Emergency Department. I am pleased to hear that this requirement did not delay you from entry to the ED. The ED use the triage system to make complex assessments about a person’s presenting condition, whilst also considering many other factors, such as the patient’s initial observations. This is to ensure any life-threatening conditions are dealt with as a priority. Once a person is moved to a bed in the ED, further observations are taken. It concerns me to read that you left the hospital untreated, and I apologise that you felt as though the care you received on this occasion did not meet your expectations and your needs.

As Care Opinion is an anonymous platform for our consumers to share their experiences, I am not able to review your medical records at this time. However, if you would like to discuss this matter further and are comfortable to do so, please contact Scott Jones, Operations Manager of the Kalgoorlie Hospital on 9080 5817 or via email Scott.Jones2@health.wa.gov.au. Scott will be able to facilitate a review of your care and would welcome hearing from you.

I would also like to let you know about an escalation process we have in place at the Kalgoorlie Health Campus (KHC) that supports patients and their families and carers to call for assistance if they feel that their or their loved one’s healthcare concerns are not being addressed appropriately. This process is called Aishwarya’s CARE Call and it enables you to speak to a senior member of staff who will listen to your concerns and help you or your loved one. Information about Aishwarya’s CARE Call is now in place throughout the KHC so that people are aware of the process. If you are concerned about the care you receive in hospital in the future, I encourage you to make a CARE Call on (08) 9080 5781.

I truly thank you for you feedback, for this gives us information to help us to continually improve our patient experience and improve our clinicians practice overall. I hope you are well on the way to a full recovery.

Peter Tredinnick

Regional Director

WACHS Goldfields

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