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"Waiting time"

About: Swan Hill District Hospital / Emergency Department

(as the patient),

At the time of writing this story I've been up since early morning it's now the afternoon. When i got up I had a glass if water and attended to my 7 month old and around an hour later I was exercising and hurt my back. I couldn't move without extreme pain in my back so i went to the hospital.

Arrived at and got seen by the doctor around 2 hours later. I took a urine sample and they done tests and they assessed me and said I've sprained my back, pulled a muscle and got told to go home and rest.

I went to coles to get some panadol for pain relief and as I was leaving I got really bad nausea and light headed so I called the emergency department and spoke to the nurse I seen and they said yeh that doesn't sound normal, come back if you feel like you need to.

So second time back it's mid-morning and got told there's 3 people in front of me. Around 2 and a half hours later the whole waiting room is filled with different people to when i arrived. I go to see how long and told there's still 2 people ahead of me. One in the waiting room and one in the ambulance on the way and if i go, i lose my spot. I have no one in town that can go get me something to eat, my partner is home with our two kids and ive got the car. My parent is out of town and my grandparent is too old.

And now apart from my back pain i am starting to get hunger pains! Its been over 3 hours in the waiting area the second time! I understand there is a system to follow but surely they can be more helpful.

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Responses

Response from Kath Curran, ED NUM, Emergency Department, Swan Hill District Health about a year and a half ago
Kath Curran
ED NUM, Emergency Department,
Swan Hill District Health
Submitted on 21/10/2022 at 9:15 AM
Published on Care Opinion at 10:10 AM


picture of Kath Curran

Dear patientwaitingover3hours,

Thank you for your feedback regarding waiting times at SHDH. I would like to assure you that our staff in ED do try to provide the most efficient waiting times – our ED having some of the best times in the state for seeing and treating patients within the recommended time frame.

Whilst I apologise that you felt that staff were not being attentive to your needs or not aware of your situation, knowing the team in ED, I can reassure you this is not the case. The ED team - like teams at other health services, have been working long hours for an extended and particularly challenging period to ensure that our community continues to receive high-quality Emergency health care.

As you may be aware, on arrival to an ED all patients are seen by a triage nurse and will be assigned an Australasian Triage Scale (ATS) Category based upon the triage nurse assessment and guidelines. This assists with making sure patients are receiving treatment in order of clinical urgency. Unfortunately, at times of high demand, this results in patients with non-urgent or non-life-threatening presentations waiting longer periods of time than desired.

The time that you were in the ED was a period of high demand and there were a number of consumers with urgent needs requiring more immediate care.

We prefer that patients do not consume food unless they have discussed this with the nurse or doctor - as this may affect our ability to complete radiology investigations or worsen your condition. It is always ok to ask if unsure and we can help where appropriate if you are feeling hungry.

I sincerely hope you are feeling better and that your next visit at SHDH is a more positive experience. It is always great to receive feedback. Thank you again.

Kind regards,

Kath Curran

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