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"Medical and nursing culture concerning"

About: Newman Hospital / Emergency Department

(as the patient),

I have been to the ED in Newman twice and witnessed really poor culture each time. Recently I overheard a nurse bagging out one nurse to another nurse and I just think that is awful and has to stop. The nurse they were bagging out is such a caring nurse who takes time to listen to patients, understand and involve them in every aspect of their care. I feel very safe with them and dismissed with the others who didn't seem to care about me as a person.

Both times I have been to ED, once as a patient and the others as a support for someone else, I have noticed three different attitudes. One nurse who goes to great lengths to make patients and care givers feel safe, heard, listened to, respected and others, others who are average Jo's, then one personality in particular, who I feel is curt, rude, does the basics but needs some accountability for dealing with people, including their peers. I feel they were downright nasty to their colleague who cared, and they had a really bad attitude to them and to the patients. I feel they really did the bare necessities. I have no doubt they would know what to do to save a life in an emergency, but their bedside manner and attitude is generally awful to be around and, in my opinion, affected the whole environment and the team they are in.

Both times I was there I felt they were very cold, even bordering on nasty to two of their colleagues and seems to only be nice if it is ‘worth it’ to them. When the manager walked in, it seemed there was such a change of attitude. I believe they were sucking up and pretending butter wouldn't melt, but as soon as managers not around, unpleasant, rude, uncaring and bringing those down who go the extra mile. Such an unpleasant and disturbing experience as a bystander. The first time it happened I thought it might have been a bad day. The second time their attitude stayed the same over a few days and the third time I have had enough and have to say something.

They really have a very bad attitude and made me nervous. I consider myself a strong person not easily ruffled, but in an unfamiliar environment I felt uneasy. I commented to another patient who lives in Newman and they said, "Yep, there is one really good nurse who cares here, some who care half the time and 2 who do not give a rats. You want to stay away from them. They make people think twice about coming. You want to try and come when Ted is on." I was encouraged by another patient to leave a comment on Care Opinion as it's the only way things get changed. I feel like if I don't speak up then I ignore bullying and it will continue. It's a repeat attitude and hasn't happened once and one that needs to stop in our hospitals. Maybe they need some support themselves but I feel they definitely shouldn't be allowed to continue in this way.

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Response from Sarah Hennings, Operations Manager, Inland Pilbara, WA Country Health Service (WACHS) Pilbara 4 months ago
Sarah Hennings
Operations Manager, Inland Pilbara,
WA Country Health Service (WACHS) Pilbara

Manages the operations of health services located in Inland Pilbara

Submitted on 20/02/2024 at 2:53 PM
Published on Care Opinion at 2:53 PM

Dear Outback_Patient,

Thank you for your courage in sharing your experiences and observations at Newman Hospital, both as a patient and as support for another. I am sorry to learn of your encounters with unprofessional behaviour at the hospital.

Acknowledging the importance of the upcoming National Sorry Day and the significance of the National Apology of these events, the Newman Health Service has an unwavering commitment to closing the health outcome gap and creating respectful and inclusive environments for Aboriginal and Torres Strait Islander peoples. We are sorry to hear that your experience fell short of these aims and appreciate your determination to see positive change.

We wish to address the issues you have raised as soon as possible with a thorough review of the incident. I invite you to call me on 0499 525 088 so that we can discuss in detail your experiences.

In response to the concerns you and others have raised, we will ensure that all staff attend our upcoming Cultural Engagement training to make certain that all staff understand and practice cultural sensitivity and respect at all times. I would also like to let you know that we are initiating a comprehensive review of our practices, along with staff conduct to prevent such occurrences in the future.

At Newman Health Service we believe in the power of collective action and dialogue to drive improvement, which is why we are inviting you and others who have shared their experiences to meet with me and the District Director of Nursing, to discuss how we can better serve our community and uphold the principles of cultural safety and respect. Please let us know if you would be willing to join us in these discussions and any initial thoughts you may have on improving our services. Your voice is essential in guiding our efforts to make Newman Hospital a place of healing and respect for all cultures.

Again, thank you for providing your feedback and advocating for the nurse who demonstrates compassion and kindness in their everyday interactions with our consumers and their carers at Newman Health Service.

Warm regards

Sas Hennings

Operations Manager Inland

WA Country Health Service (WACHS) Pilbara

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