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Care Opinion

Poor communication by ED staff

Posted By papawg94

"Poor communication by ED staff"

About: Peel Health Campus / Emergency Department

(as a relative),

My spouse was recently a patient in the emergency department. Not once did a nurse introduce themselves or communicate with us what was happening as far as waiting for results or the timeline for my spouse’s stay. It seemed noone had name tags or hospital tags evident on their person.

After 6 hours of sitting and very minimal interaction with any staff member my spouse was moved to the 'short stay' area to await reassessment in the morning. The doctors did introduce themselves and the amazing orderley Gary, who was the kindest person I met there. I too work in an emergency department and as a nurse I strive to make my patient’s journey and experience a positive one as they are probably having one of the worst days of their lives.

I felt the testing done was very thorough but the whole experience was very poor.

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Responses

Response from Adrian Bautista, Chief Executive Officer, Peel Health Campus, South Metropolitan Health Service 2 months ago
Adrian Bautista
Chief Executive Officer, Peel Health Campus,
South Metropolitan Health Service

Submitted on 6/02/2024 at 8:03 PM
Published on Care Opinion on 7/02/2024 at 12:12 PM

picture of Adrian Bautista

Dear papawg94

Thank you for taking the time to share your story on Care Opinion. I was very sorry to read of your spouse’s recent experience at Peel Health Campus and sincerely apologise that we did not meet their expectations on this occasion.

Please be reassured that all staff employed by Ramsay Health Care are required to follow the Code of Conduct, which includes ensuring communication with our patients and visitors is respectful, empathetic and professional at all times.

I was saddened to read that your spouse was not kept informed regarding the care being provided and that some of our staff did not introduce themselves to you or your spouse whilst in the emergency department, noting their staff identification badges were not visible. I have asked the manager of the emergency department to remind all staff of the importance of communication and the impact this can have on our patients and their loved ones. I am pleased that once your spouse was moved to the ‘short stay’ area, their experience improved. Thank you for your kind words relating to Gary, I will ensure this is fed back to him via his manager.

I want to assure you I take your concerns very seriously and would like the opportunity to investigate your spouse’s unfortunate experience thoroughly.

I strongly encourage you or your spouse to reach out to Tracey Taylor at (08) 9531 8580 or email TaylorTracey@ramsayhealth.com.au to enable this to occur so we can better understand the circumstances of their experience.

We hope to hear from you soon and thank you again for sharing your story so that we can continually improve the care and service we provide.

Adrian Bautista

Chief Executive Officer

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