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ED and lack of help

Posted By Cizza

"ED and lack of help"

About: Bridgetown Hospital / Emergency Department

(as a friend),

My friend hurt there knee at football training. Their knee cap was pushed into their quad. 

They were in severe discomfort and was on a stretcher in the back of a car. 

When getting to ED the driver called for service on the intercom. Once the driver got comms and told the nurses on duty the issue they said they wouldn’t help us get the patient out of the car. They said they would only except them in a wheelchair or if we called an ambulance and put them in there. We asked for help to get patient out and we were told no. 

So the driver and I took 10 minutes getting patient into a wheelchair while they yelled in pain. Once inside the hospital the patient was asking for some pain relief but was denied until they were assessed. Fair enough they may have needed to be assessed but I felt they where non negotiable with the pain relief. 

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Responses

Response from Helen Stuart, A/Clinical Nurse Unit Manager, Bridgetown Hospital, WACHS South West 7 months ago
Helen Stuart
A/Clinical Nurse Unit Manager, Bridgetown Hospital,
WACHS South West

Submitted on 18/09/2023 at 4:44 PM
Published on Care Opinion on 19/09/2023 at 8:36 AM

Dear Cizza,

Thank you sincerely for providing feedback. I am very sorry to read about the care experience regarding your friend’s recent presentation when seeking assistance at Bridgetown Hospital after their injury.

To enable me to look into what occurred I would appreciate if you can contact me on M: 0437884247.

Thank you again for using Care Opinion so we can improve the care experience for our consumers.

Helen Stuart, Clinical Nurse Manager

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Response from Helen Stuart, A/Clinical Nurse Unit Manager, Bridgetown Hospital, WACHS South West 6 months ago
We have made a change
Helen Stuart
A/Clinical Nurse Unit Manager, Bridgetown Hospital,
WACHS South West

Submitted on 19/10/2023 at 3:17 PM
Published on Care Opinion on 23/10/2023 at 10:02 AM

Dear Cizza,

In response to this feedback we wish to advise you that we have provided education to staff on the removal of injured persons from a car, and safe use of available equipment provided. The aim of this education was to maximise comfort and prevent further injury to the person presenting, and safe use of equipment for staff to perform this task in a safe and secure manner.

We have also discussed this incident at our weekly toolbox sessions and explained to staff that the impact of not providing assistance required increased patient anxiety and pain, as well as a delay in assessment and analgesia. I again sincerely apologise for this experience and am confident that the improvements we have put in place will enhance patient care and safety.

I trust that your friend is recovering well, please feel free to contact me at any time.

Helen Stuart,

Clinical Nurse Manager

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