"Active listening"

Recently I needed to go to the Morawa Emergency Department, initially it was just a headache/ neck pain and the GP was booked out. I am new to the region and unfortunately due to chronic health issues I have had multiple ED visits to other hospitals in the last 10 years and previously worked in healthcare. Honestly I was a bit worried about the level of care a remote hospital might have.

From the moment I walked in the door the administration person was amazing, as my headache worsened and turned into partial vision loss on one side and nausea. She responded with such genuine compassion by encouraging me to take a seat and prioritized the most urgent questions as I declined. The first nurse and all 3 nurses I had contact with were understanding, patient, kind, efficient. The doctor through telehealth was outstanding, I have had multiple adverse reaction to pain meds and he took time to explore what happened with each, provided education on what a hemiplegic and cervical migraine is, what daily activities may be contributing and future management suggestions, physio, massage and medication management in a brief time but it didn't feel rushed or like his attention was elsewhere. I have tiny veins at the best of times and due to nausea I was severely dehydrated, the Dr and nurses were kind, patient and previously I have had really unkind comments about being "difficult", "complex", "challenging" and although they are joking, it is really hard when you are sick with chronic health issues to be repeatedly told you are a burden for physical things you are unable to control. Not once did the staff make me feel like they didn't believe my symptoms, even with nausea and dizziness I was struggling to think and explain things well, they didn't cut me off whilst explaining a symptom and due to the nature of the ED I could hear them with equally complex patients be kind sympathetic and non-judgmental.

The biggest thing I noticed is they listened and let patients speak and explain without rushing or cutting off. As we know adrenalin and other stress responses often make communication harder and the final ideas, concepts and words the most important and coherent. I have never seen active listening modelled so well. I also noticed how they communicated with each other, was kind, supportive and clear. I think what ever is going on with that hospital staffing, training and team moral bottle it and duplicate it!