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ED triage service

Posted By leofh43

"ED triage service"

About: Fitzroy Crossing Hospital / Emergency Department

(as other),

I supported a teenager (parent present) to access a mental health assessment at the Fitzroy Crossing hospital. The teenager and their parent had to be flown in by helicopter from a nearby community to access this service. On arrival, I felt the triage nurse was extremely rude and exerted their professional power which was intimidating and I felt it left the family feeling uncomfortable and disempowered. I believe as a result, the teenager refused to be assessed by a doctor and therefore, was unable to participate in an assessment and access treatment if required. The teenager's parent expressed their concerns during the time spent at the hospital and supported their teenager's wishes to leave due to the nurse's behaviour. I supported the family to access an alternate service to ensure the teenager's safety. 

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Responses

Response from Colleen Murphy, A/Director of Nursing, Fitzroy Crossing Hospital, WA Country Health Service Kimberley 14 months ago
Colleen Murphy
A/Director of Nursing, Fitzroy Crossing Hospital,
WA Country Health Service Kimberley

Submitted on 2/03/2023 at 2:20 PM
Published on Care Opinion at 3:13 PM

Dear leofh43,

Thank you for sharing your concerns from a recent visit to the Emergency Department while you were supporting a teenager and their parent to seek medical services from Fitzroy Crossing Hospital.

I am sorry to read that you were met with a challenging environment and I apologise if our staff were rude or unaccommodating leaving the patient feeling uncomfortable. I am grateful that you were there to advocate for them and in turn we were able to access an alternative service.

The WA Country Health Service has a high expectation for our staff to be empathetic, professional and patient-centred no matter what the task or environment.

Your concerns will be fed back to the staff so we can learn from this feedback. We will continue to reiterate the need for culturally safe and respectful interactions with all patients at all times.

I am available by phone 9166 1785 or email Fitzroy.DirectorofNursing@health.wa.gov.au should you and the patient wish to reach out to talk about your experience so we can address the areas where we need to improve.

Kind regards

Colleen Murphy

Director of Nursing

Fitzroy Crossing Hospital

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