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"Lack of care"

About: Bunbury Hospital / Emergency Department

(as a parent/guardian),

My young child had been sick since after school one day recently. The next day, still had a temp but not too bad . The day after that, morning my child had deteriorated. We were on way to a GP but they started vomiting in the car on highway, lethargic complaining of head and neck pain so I decided to take them to the hospital instead . 

They were held down to have a RAT done even though they previously had Covid so in my opinion, no point in what I feel to be the torture of this. This was quite distressing . 

My child was febrile on arrival to ED - pulse running a bit quick, pale, lethargic complaining of feeling not right, headache. Triage nurse was great - saying I had done the right thing bringing my child in. Given neurofen and told to wait. 

Couple hours sitting a doc came out - 2 second look at my child - put Emla on their arm for a blood test (never came back for this). 

Over 3 hrs waiting did some more obs. 

My child slept on the waiting room chairs for over an hour as so tired and no energy. 

Just before the 4 hrs of waiting was up, they requested a urine sample . Attempted a blood sugar which failed causing severe distress to my child. 

They tested their sample said it’s clear then sent us home. No formal assessment by the doctor - I felt the care factor was zero . 

I alerted them to child's history of seizures when sick where they needed resuscitating as a baby . 

ED doc said not to bring my child back just for a temperature, said not to take to my GP either unless a temp over 40 for a week. 😡

I heard them say to other patients they had no beds - they were assessing patients in the waiting room - no privacy/confidentiality given. 

In my opinion, lack of care over a young child was disgusting . 

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Responses

Response from Stephen Hartwig, Head of Department, Emergency Medicine, Bunbury Hospital, WACHS South West nearly 2 years ago
Stephen Hartwig
Head of Department, Emergency Medicine, Bunbury Hospital,
WACHS South West

Lead the team of Emergency Medicine doctors.

Submitted on 30/06/2022 at 10:16 AM
Published on Care Opinion at 10:16 AM


Dear Worried80,

I am very concerned to read your story and hear about what happened when you brought your child into our Emergency Department (ED).

It must have been a frightening time for you when your child became increasingly unwell and I am very sorry that you had to wait so long to be seen. I am also very sorry that you have been left feeling uncared for. This is certainly not how we want our patients and their families to be left feeling. Your description of the advice provided by the treating doctor is concerning and I would strongly encourage you to take your child to the ED or your GP if at any time you are worried about their health and wellbeing.

I would really appreciate being able to speak with you and understand more about what happened. If you are happy to, please email us at: SWfeedback@health.wa.gov.au or call us on 08 9722 1521 and we can arrange a time.

I want to let you know about a process we have in place that can help people who are concerned about their own or a loved one’s care when they are in hospital. The process is called Aishwarya’s CARE Call and it enables you to make a telephone call and speak with a senior staff member who, after listening to your concerns, will take what action is required to address your concerns. The person who receives your call will then keep you updated as to what action has been taken. If you are concerned about your care or the care of a loved one when you are in our hospital, please make an Aishwarya’s Care Call which, for Bunbury and the South-West public hospitals, is 1800 744 059.

Thank you for taking the time to share your experience with us and I do hope your child has recovered well.

Kind Regards

Dr Steve Hartwig

HOD, Emergency Medicine

Bunbury Hospital

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Response from Jeffrey Calver, Director, Bunbury Hospital, WACHS South West nearly 2 years ago
Jeffrey Calver
Director, Bunbury Hospital,
WACHS South West
Submitted on 2/08/2022 at 12:22 PM
Published on Care Opinion at 12:50 PM


Dear Worried80,

I appreciate you sharing your story and telling us about your experience in accessing timely and compassionate care for your child.

We genuinely aim to provide care that is patient centred, respectful and professional.

I would like to assure you that Bunbury Hospital is genuinely committed to listening and learning from the experiences of our consumers and would welcome your contact.

If you are comfortable, please email us at: SWfeedback@health.wa.gov.au or call us on 08 9722 1521 and we can arrange a time to explore your concerns.

Thank you again for sharing your experience on Care Opinion and I hope that we will hear from you soon.

Yours sincerely

Jeffrey Calver

Director, Bunbury Hospital

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