"Rude staff member"

We went to visit our parent who is in their 70’s and was admitted to Bentley Hospital for rehabilitation and lives a long way from Perth. My relative and I visit our parent daily, we wash their clothes, bring them hygiene products and boost their spirits because they’re very lonely and missing home. During visiting hours, we heard the patient next to our parent abusing them using foul language, being culturally unsafe to an ethnic nurse and us as Aboriginal people. It seemed they stopped the behaviour when Caucasian nurses or support staff entered the room. I felt this behaviour was offensive and unacceptable. We lodged a complaint with the ward nurse, we advocated for our parent with staff, and the ward staff listened and our parent was moved.

There have been some wonderful nurses, doctors and physiotherapists. I felt all this was undone by a rude staff member, as we left the ward past midday, I believe they asked do I have an exemption? And it seemed the tone of their voice was not inquisitive or considerate of our circumstances hence I replied that there is no need to be rude, I recall their response, in a much louder tone, they’re not being rude. How could this have been managed better, I would suggest that they could have reminded us that visiting hour ends at midday, they could have asked us why we were late leaving. If they had asked, we could have told them that our parent asked us to stay to help them into bed and set them up for lunch. If the staff member has asked, we would have told them that the amazing nurse in the room has seen us helping our parent. The staff member could have given us the paperwork to apply for an exemption. Instead, I felt they decided to take an approach that caused us a lot of distress and was unacceptable, in my opinion.

I understand staff are under pressure – this staff member has been working nearly everyday in the past few weeks. However in contrast to the staff member at the main entrance, she is Māori, is wonderful, kind and always friendly. She always makes us feel welcome and we are always polite and kind because I feel she makes a special effort with all the visitors. I believe the staff member on our parent’s ward needs to understand that their role could make the experience of the ward so much better for the families. I always say hello and goodbye to the staff member, and it seems they never acknowledge me or my relative. I am deeply disappointed and as a healthcare employee, I would not accept the kind of behaviour from the staff member from anyone in health.