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Care Opinion

Chemo card

Posted By chamaeleoneh78

"Chemo card"

About: Albany Health Campus / Emergency Department

(as the patient),

I had recently been diagnosed with breast cancer and had started my first chemo day.

A couple of days later I started to feel unwell but was prepared for this.

But by the following morning I felt more than just chemo sick and collapsed twice during the night with black bowel movements.

My relative took me to ED.

I had been given a ‘chemo card’ pass by my Breastcare nurse and was informed I just had to show this and I would get straight in.

On presenting to counter and showing my card I recall I was directed in what I believe was a ‘whiney’  voice to ‘no, go around to the other area’.

My relative took me there- I was just balancing to stand- and no one was there! My relative noticed two staff members having a big chat- no hurry. My relative told them to get over to the counter as I needed help and I had a chemo card with all my particulars on it. It seemed to me the staff moved slowly and my relative asked for a wheelchair. Then, we had to go back again to first receptionist. There was no one in the ED emergency room waiting.

Based on my experience I think surely these two staff members need some upskilling on frontline care.

I feel absolutely appalled.

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Responses

Response from Janine Watts, A/CONM, Albany Health Campus, WA Country Health Service (WACHS) 14 months ago
Janine Watts
A/CONM, Albany Health Campus,
WA Country Health Service (WACHS)

Submitted on 27/01/2023 at 11:48 AM
Published on Care Opinion at 12:19 PM

Dear chamaeleoneh78

I am sorry you had this experience during your recent visit to the emergency department. We are very supportive of the use of the Chemo Card in the emergency department as it assists clinical staff to recognise potential major complications, such as febrile neutropenia, experienced by Chemotherapy patients very rapidly and to deliver care appropriately for these life threatening conditions. The card does not guarantee rapid admission to the department and the triage process is still necessary to ensure timely care is directed to the patients with the greatest need. Often the waiting room may appear empty, however inside the department the situation is quite different, as we have patients progressing into the department through the ambulance entrance as well.

Recently we have undergone some significant changes to the layout of out Emergency Department which have resulted in improved flow through the department, and increased visibility of patients in the waiting room. The improvements also included new and improved signage and an electronic dashboard which shows the current status of patients waiting to be seen. This would give you a rough idea of how busy the department actually is at the time you present.

It appears you may have presented to the area used previously as a triage area, which has resulted in some delay and confusion. Whilst we have situated a range of posters and signage in the area it is possible and we apologise if this was not clear for you on presentation. From your feedback it seems we may need more specific instructions so we appreciate you contacting us. Please be reassured your feedback will assist us in making sure we continually assess and reassess as we make changes.

Thankyou for taking the time to make contact and if you would like to discuss this situation further please feel free to contact Janine Watts Coordinator of Nursing on mobile 0437513314

Kind regards

Janine Watts

Coordinator of Nursing and Midwifery

Albany Health Campus

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