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"Poor emergency experience"

About: The Royal Victorian Eye and Ear Hospital / Emergency Department

(as the patient),

I had a weeping, sore eye problem. On seeing the eye, my doctor typed me a referral letter and sent me packing to the Emergency Department of the Melbourne Eye and Ear Hospital. I live outside Melbourne and would have gone to Bendigo the following day, but the doctor said I should not wait and go to Melbourne straight away. So I did.

Once at the hospital I was assessed by the resident nurse and waited for over 7 hours to be seen. I feel the nurse did not think it an emergency. Needless to say I will be changing my doctor as I feel they were wrong. 

I did ask the nurse, after over 5 hours of waiting, if they could please recommend treatment that I could administer myself, as clearly mine was not an emergency, so I thought I might as well go back home. But no, the nurse couldn't. 

I was not alone. There was another family in the waiting room in exactly the same situation. Except theirs was an even longer wait. 

Would it not be better for the nurse to send us home with a script that I could collect from a chemist the next day? After all, the nurse made the diagnosis/judgement call regarding my ailment. It would have saved me and my spouse a night sitting in a waiting room, whilst freeing the Emergency Department for emergencies deemed real by the nurse. 

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Responses

Response from Nurse Unit Manager Emergency Department, The Royal Victorian Eye and Ear Hospital 4 years ago
We have made a change
Submitted on 28/05/2019 at 7:43 AM
Published on Care Opinion at 11:55 AM


Hello Verydissapointed,

Thanks for your feedback. First of all, I want to apologise for the delay you and your spouse experienced during your stay in our Emergency Department. Unfortunately, it is sometimes unavoidable that we get a surge of patient numbers and complexities. During these times, all our ED staff work very hard to see as many patients as possible but sometimes, unfortunately, there is still a long wait time for our patients.

We also appreciate your suggestion of nursing staff recommending treatment and offering scripts to free up the ED. Our nurses can assess and triage the health problem but do not make the diagnosis nor make judgement calls in isolation with regards to patient care and treatment. In addition, doctors cannot recommend treatment or issue scripts without actually seeing the patient as this would be unsafe.

We do take your feedback seriously and are constantly reviewing our staffing requirements. In fact, we have added extra nursing and on-call medical staff to assist during these very busy times. I hope this feedback is helpful but please let us know if we can assist you further if required.

Kind Regards,

Ramil

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