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Care Opinion

Listening to parents

Posted By saturnhb67

"Listening to parents"

About: Jurien Bay Health Centre

(as a parent/guardian),

We attended the Jurien Bay emergency department with our baby who had been vomiting on and off for the past 5 days. They had a high temperature along with being lethargic.

We had taken our baby on 3 previous occasions in the past week trying to get some answers on why our baby was so sick. On all those previous occasions the nurses said there was nothing wrong with them.

When my partner and I took our baby in again we where terrified for our baby's life. The Doctor at the clinic next door told us to give this letter to the emergency department so they can organise an ambulance to take our baby to the nearest hospital. I recall the receptionist said no they can't do that, you could only imagine how we felt then.

As you could imagine, I lost my composure and swore at them.

Eventually they got a telly health doctor on line who I felt actually listened to us about our concerns. Long story short an ambulance took our baby for the 2 hour trip to the nearest hospital where they were diagnosed with RSV pneumonia. 

I would like to thank the telehealth doctor for believing in me when I felt the nursing staff at Jurien Bay emergency department didn't. 

And in light of recent events when parents have not been listened to I found it amazing that we had to go through this.

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Responses

Response from Rachele Ferrari, Executive Director - Wheatbelt, WA Country Health Service (WACHS) about a year and a half ago
Rachele Ferrari
Executive Director - Wheatbelt,
WA Country Health Service (WACHS)

Submitted on 3/11/2022 at 10:10 AM
Published on Care Opinion at 10:10 AM

picture of Rachele Ferrari

Dear saturnhb67,

Thank you very much for sharing your story with us. I am so sorry about the experience you, your baby and your husband had at Jurien Bay Health Centre. I am also a mum, so your story absolutely hit home for me; how anxious you would have felt when you came to us needing care for your baby.

We would like to investigate exactly what happened, not just when you came in and saw the telehealth doctor, but each other time you came in for care over the five days prior. If you would like to be involved or hear about what we learn and change from our investigation, I would really encourage you contact Trenton Greive, our Operations Manager on
(08) 9690 1315 or our Medical Director, Dr Peter Barratt on (08) 9621 0715.

When any patient comes into Jurien Bay Health Centre, the nursing staff have access to a doctor via the telehealth service, to support a full medical assessment and ensure an appropriate plan is put in place for their care. If this includes transfer to another hospital, nursing staff at Jurien Bay have access to a transport co-ordination service.

I cannot agree more; parent’s, carers and family members are integral to raising concerns about their well-being. In all of our hospitals and health centres, patients and their families and carers can contact a senior member of our staff using a process known as Aishwarya's Care Call. After listening to your concerns, the staff member will take what action is required to address your concerns. If you need it in the future, the Aishwarya’s CARE call number in the Wheatbelt is 1800 994063.

I hope your baby is much better now and I do hope you feel you can return to Jurien Bay if your baby or anyone in your family needs care.

Kind regards,

Rachele Ferrari

Regional Director - Wheatbelt

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