"Beyond disgraceful"

Dear hadarxj38,

Thank you for taking the time to post on Patient Opinion of your recent experience at the Emergency Department. Your story is worrying and not the standard of care the health service expects. To enable us to investigate further I would encourage you to make contact with our Customer Liaison Officer on 9722 1521.

Since you have posted your story I have had the presentations of all children who attended from last weekend and left the Department without completing their episode of care reviewed to ensure appropriate follow-up occurred.

I have also met with senior staff from the Emergency Department to put a plan in place to increase a presence in the front waiting room during times of high activity. This will ensure that a senior nurse during times of heavy demand is regularly checking in and communicating with patients waiting to be taken through to the main Department and also within the Department.

I would also like to let you know about CARE Call which is a way of allowing patients, families and carers to call for assistance when they feel that the healthcare team has not fully recognised the patient’s changing health condition. Brochures and posters detailing CARE Call are throughout the facility including the Emergency Department. For patients, families and carers in the South West the number for CARE Call is 1800 744 059.

Recently it has also been announced that the Bunbury region will be part of the GP Urgent Care Clinic Network which is designed to reduce the pressure on Emergency Departments.

I do hope that you have received the care required for your child and would like to reinforce that all our patients are important. I would also stress that if at any time you feel your child needs to visit the Emergency Department you should not hesitate to do so.

Thanks again for posting and I do hope you make contact with us so we can fully investigate the concerns raised.

Regards

Glen Matters

Operations Manager Bunbury Hospital