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Seeking assistance

Posted By Pinky Snow

"Seeking assistance"

About: Royal Perth Hospital / Emergency Department

(as the patient),

My experience at Perth Royal Hospital Emergency was incredibly disappointing. I found myself waiting for over 6 hours, and while I understand that they can be busy, it's disheartening that the staff didn't seem to care about us. Instead of proactively checking on patients, it felt like we were constantly having to seek assistance. Moreover, it was evident that this emergency department was not particularly busy, and I've had experiences in genuinely busy emergencies. I felt the lack of care and empathy from the nursing staff was disheartening, and it left me with a very negative impression of the hospital.

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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group 6 months ago
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 31/10/2023 at 3:00 PM
Published on Care Opinion at 3:19 PM

picture of Ben Noteboom

Dear Pinky Snow,

I was sorry to hear your experience in the Royal Perth Hospital (RPH) Emergency Department (ED) left you feeling disheartened. It was disappointing to read that you felt that the staff did not seem to care about the patients and did not proactively check on you.

I want to assure you that the dedicated staff at RPH work diligently to provide timely and high-quality care to all patients. I apologise if your experience fell short of these expectations. While I cannot make specific comments about your case without more details, I would like to share some information about our ED.

RPH ED has a waiting room nurse 24 hours a day, 7 days a week who reviews patients and checks their observations as required. We also have a volunteer concierge service, however as they are volunteers their times fluctuate. When possible, we do try to cover the ED with this concierge service from mid-morning to around 1700hrs.

Without knowing what day and time you presented it is difficult to comment on the busyness of the ED, however, whilst the waiting room may not appear particularly busy this may not represent what is happening in the main ED with the acuity of patients or the number of St John Ambulance presentations.

If you would like to discuss your concerns further, I encourage you to contact our Consumer Engagement Unit on (08) 9224 1637, 8am to 4pm or email RPBG.feedback@health.wa.gov.au.

Thank you for sharing your story on Care Opinion and I wish you well.

Kind regards,

Ben Noteboom

A/Executive Director

Royal Perth Bentley Group

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