"Waiting time in ambulance queue at ED"

Patient Experience of Emergency Department Maroondah Hospital recently.

I was transferred to the Maroondah Hospital Emergency Department by Ambulance on a weekday morning. 

The following details my experience during my five hours in ED

1. I remained on the ambulance trolley in a queue of ambulance trolleys just inside the ED for 5 hours

2. I felt no one explained why I was kept there? how long I would remain there? (I feel even an estimate would have reduced my anxiety) or even if there were next steps? Such as, working toward moving me to a cubicle so I didn’t feel forgotten. I believe this lack of information was in breach of my communication rights under the Australian Charter of Healthcare Rights.

3. I felt there was no privacy in the corridor as numerous people streamed by. I believe this was a clear failure to meet my privacy rights under the Australian Charter.

4. I did not feel safe in this environment. I understand that it is my right that healthcare is delivered in an environment that makes me feel safe. With many people walking past me it did not feel that way for me.

5. The doctor took blood and inserted a canular in the corridor. Again, I felt no consideration of my privacy. The doctor, while I felt they were pleasant inserted the canular, I felt, as a matter of fact that this was standard practice in a normal environment. Nothing was said to the contrary. I believe staff may feel this is ‘normal’ however I am astounded you seemingly consider this OK.

6. I was nauseous most of the time. Consequently, the hours drifted by. Another patient who I felt was acutely aware of time ticking I recall did express their frustration in an aggressive manner. I believe improved communication could go a long way to de-escalate this situation.

7. The ambulance paramedics stayed with me during this time. I found their presence was comforting, plugging in my mobile phone so I could contact my partner. They explained that this was not unusual. Blood test results will determine the next steps. I believe it was not my fault for needing to lie here hour after hour after hour.

8. I recall there were at least 10 paramedics waiting with their patients. What a complete waste of paramedic resources, in my opinion. I acknowledge this is, as I understand it, an Ambulance Victoria resource rather than that of the hospital, even still a Victorian resource, nonetheless.

9. After complaining, I was made to feel a little more comfortable.

10. I feel I was not treated with dignity and respect, compassion, or kindness. I felt merely a number in the queue that just had to wait!

11. Having lived with a chronic illness for many years and experienced many hospital environments. I am very disappointed with ED at Maroondah Hospital based on my experience.

I accept that overcrowding in ED is, to my understanding, an Australia-wide problem however, I feel, surely you can do better than this.