"Unacceptable delay in ED"

I brought my teenage child to ED with a head laceration and concerns with concussion.

We had our details taken efficiently and were taken straight to the side-hall for RAT testing. While awaiting the 15 min period, the clerk phoned and complete triage via my mobile. We tested negative and were approved to move into the ED waiting area. I thank the 2 nurses and phone clerk for their friendly efficiency.

Sadly the rest of our experience was highly unsatisfactory.

I believe there were only 2 people waiting ahead of us. I recall it took nearly 3 hours before the first was seen. They left again 15mins later. Another hour passed before the second was seen, who again left after 20-30mins.

A couple of hours after midnight, my teenager was finally taken through. During this 5 hour period… nobody performed any kind of concussion check other than to say my teenager could have Panadol if they wanted.

As you are probably aware, it seems the walls are thin in ED and I believe I was able to hear how quiet the dept was. I was confident that no ambulances or critical patients had presented via the second entrance. Once we were finally seen I asked about the wait and confirmed that the delay was not due to other more urgent patients being triaged ahead of us.

The doctor’s response to my polite expression of frustration at the cold and uncomfortable wait (with the external doors removed, I found the waiting area is very cold on a winter's night). I recall their response was that we should be grateful we’re not on the East coast where we’d be waiting twice as long. I did not find it comforting to think that I should be happy that my concussed and head bleeding teenager would expect to wait 10hrs for treatment.

The second comment was that I don’t need to bring my teenager to ED for this kind of thing and that I could often fix a split scalp by twisting the hair on either side and tie it together with an elastic band. I reassured the doctor that this cut was larger than I believe they thought, and I felt it would need stitches. It seemed the Dr was surprised to see that in fact it was a deep cut that had in fact penetrated the periosteum. My teenager was given 5 staples and we were sent on our way.

I had to ask for instructions re: concussion, particularly in regards to exercise. As I understand it, the doctor didn’t know. The doctor went and took a further 15mins to print out a handout from a website. I had to ask for instructions for would care, such as showering or the need to keep it dry. We left at shortly after.

We are a family that is fully aware and supporting of the triage process and the need for lower priority issues to wait. I believe 5.5hrs to receive a total of 15mins contact with health staff was completely unacceptable.

I believe our experience was a direct result of lack of staffing and reduced clinical space due to hospital renovations.

In my opinion, my teenager, and the Geraldton community, deserve better from our health service.