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"Experience in ED"

About: Bunbury Hospital / Emergency Department

(as the patient),

I recently attended the ED twice on two consecutive days due to severe tooth and jaw pain and the inability to see a dentist on those days. The attending Dr on my first visit was very caring though I believe they failed to accurately listen to my description of my pain resulting in me going home with continued pain despite a nerve block administered my jaw. 

Due to the continued severeness of the pain and the development of a fever I returned to the hospital the next day as instructed during my initial visit. The attending Dr failed to provide any form of  privacy during examination, asking me intimate questions in a waiting room I recall being full of patients, leaving me feeling exposed, anxious, disrespected and reluctant to share my concerns. While awaiting treatment my partner and I could hear one of the nurses saying they're going to have to kick families out, there aren't enough chairs for everyone. While I can sympathise with the need to free up space, asking my partner to leave would have resulted in me leaving without treatment as I was already feeling unsafe after my initial examination.

Another area of concern for me was what I felt to be the failure of any of the nursing staff (including triage) to take a set of vital signs, I recall this was not attended until after I had reported a pain score 9/10, waited 30 minutes to be given pain relief, and after the commencement of IV antibiotics.
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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 1/08/2022 at 12:10 PM
Published on Care Opinion at 1:54 PM


Dear saturnks87,

I am sorry that you still suffered dental pain after attending the ED despite the dental block..

I am also sorry that we did not provide privacy in the waiting room. I would like to be able to look into all your concerns including those regarding communication, vital signs and confidentiality so I would be grateful if you could contact SWfeedback@health.wa.gov.au.

Yours sincerely,

Dr Steve Hartwig

Head of Dept

Emergency Medicine

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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 25/08/2022 at 11:35 AM
Published on Care Opinion at 4:25 PM


Dear saturnks87,

I hope you have recovered and are well. I am following up on your feedback as I would like the opportunity to investigate the concerns you raised. I apologise again for the lack of privacy you experienced and the anxiety that this caused you. We do not want anyone to experience our service in this way, and it is feedback like yours that offers us the chance to improve the patient journey. Listening to our patients is an important part of involving patients in their own care and I am sorry you did not feel confident to share your concerns.

If you would like to contact me so we can discuss your feedback please email SWfeedback@health.wa.gov.au or call 9722 1521 so we can arrange a time to speak.

Yours sincerely,

Dr Steve Hartwig

Head of Dept

Emergency Medicine

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