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"Not feeling heard....again."

About: Karratha Health Campus / Emergency Department

(as the patient),

After previously having a traumatic birth at Karratha Health Campus a couple of years ago followed by a poor postnatal period, I opted to birth elsewhere for my second child. A couple of months postpartum I suspected that, having continued to bleed for 10 weeks, that I may have, similar to my first experience, retained placenta.

At 2-months post-partum my bleeding started to intensify and after waiting for almost 4 hours in the emergency room to be seen on a Monday morning with my exclusively breastfed 2-month-old, watching others go before me with their sprained ankles and coughs while attempting to feed and settle my little one, I was eventually seen and told in the mid-afternoon that sonographers were unfortunately no longer available to undertake an ultrasound and I would need to return again the following day.

Waiting in the emergency room with a baby for a substantial period, despite having a history of retained placenta was just the start of my frustrations, queue the back and forthing between Obstetrician's, GP's and sonographer's until a new doctor (and funnily enough the same wonderful man who listened to me in the Emergency Department when I felt others didn't two years prior) Dr Rajeev finally made me feel heard, reviewed my scans and booked me in for a surgery to remove calcified RPOC.

While I can hand on heart not fault Dr Rajeev, the surgery team and the post-surgery follow up and care, I admittedly remain frustrated for me and every other Mum, who I feel on top of trying to care for themselves and their baby, are made to feel that they do not know their bodies and need to go in to bat for themselves time and time again, even with a demonstrated history of a problem, which is quite honestly mentally exhausting.

I only hope that KHC can, if not learn from my feedback the first time, listen to it on the repeated occasion and that in other ladies postnatal experience's, KHC may, I feel, choose to pay more attention to what patients are reporting so that they feel heard and proactively supported and treated. I believe patients deserve to have a better starting experience of motherhood than I have had.

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Responses

Response from Paula Jolly, A/Operations Manager, West Pilbara, WA Country Health Service (WACHS) Pilbara last week
Paula Jolly
A/Operations Manager, West Pilbara,
WA Country Health Service (WACHS) Pilbara
Submitted on 26/09/2024 at 12:01 PM
Published on Care Opinion at 12:03 PM


Dear whisperkm34

We appreciate you sharing your story with us regarding your attendance to Karratha Health Campus Emergency Department, it certainly sounds like you have had a frustrating experience. Balancing caring for a newborn and managing a medical condition must have been a difficult time and we are sorry to hear you did not have a positive experience during your visit.

The staff at Karratha Health Campus Emergency Department do all they can to manage the flow of patients through the triage system, and in doing so, try to accommodate all varying patient presentations. I am sure you can appreciate that Mondays can be somewhat overwhelming with activity and acuity that the team must manage as best they can. From your story, we failed in our communication on what to expect on the day, for that I am very sorry.

Dr Rajeev is an upstanding member of our medical team here and its marvellous to hear that he has been able to care for you and your surgical needs. I will provide him with your feedback as I am sure he will appreciate hearing he cared for your needs.

If you would like to discuss your emergency visit in further detail specific to this episode, I am available to take an email via Paula.Jolly@health.wa.gov.au or call 08 9144 7639 to understand more about your attendance to ensure we did all we could on the day, and more importantly, where the team can improve to ensure that other patients have a positive experience when needing to attend for medical attention.

I wish you and your family well and hoping you are well on your road to recovery.

Warm Regards

Paula Jolly, Acting Operations Manager West Pilbara

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