"Dreadful & disrespectful emergency nursing staff"

Dear cepheusqq57,

Thank you for taking the time to share your experience at St George Hospital. We sincerely apologise for the distress and inconvenience caused to you and your family member during your recent visit to our Emergency Department.

Firstly, we deeply regret that your family member had to wait for an extended period without updates or advice from our staff. Our goal is to provide timely and compassionate care to all our patients, and it is clear that we did not meet these expectations during your visit. Please be assured that we take your concerns seriously and are committed to improving our communication and processes.

We are also very sorry to hear about your interactions with our nursing staff. Professionalism and respect are core values at St George Hospital, and we are disappointed to learn that you felt the staff were rude and derisive. We will address this matter with the nursing team to ensure that all our patients and their families are treated with the utmost respect and courtesy.

Regarding the specific incident with the senior nurse, we apologise for any misunderstanding or inappropriate behaviour you experienced. It is never acceptable for any staff member to raise their voice or display disrespectful body language. Your feedback has been provided to the Nurse Manager & Head of Department Emergency for follow up and action. At St George Hospital, we are committed to addressing this issue to ensure that such instances are avoided in the future.

We understand that the delay in providing an IV and the lack of information about the upcoming surgery added to your frustration. It is our responsibility to ensure that patients receive timely medical interventions and are kept informed about their care plan. We will review your case to identify where improvements can be made and to ensure that similar situations are avoided in the future.

Your family’s well-being is of utmost importance to us, and we are committed to providing the best possible care. If there are any further complications or if your family member's condition worsens, please do not hesitate to seek immediate medical attention. We are also available to discuss any ongoing concerns you may have and to provide additional support.

Once again, we apologise for your experience and appreciate your feedback, which helps us to improve our services. Please feel free to contact our Patient Experience Manager on (02) 9113-2687 if you would like to discuss this matter further.

Sincerely

Ange Karooz

General Manager