"Townsville hospital staff took the time to engage with my child."

About: The Townsville Hospital

(as a parent/guardian),

Over the weekend my child had a fall and had symptoms consistent with concussion.

We arrived at the Emergency Department and my child was drowsy. Straight away the triage nurse (Michael) called out to see if we were okay to wait or if we needed to see someone straight away.

Michael was quite the character, very welcoming, warm and caring and despite being in the middle of what appeared to be a very busy night with a lot of presentations through the front and back doors remained warm, friendly and calm.

Michael took time to engage with my child, got an icy pole and in my view went out of his way to deliver exemplary care. He communicated with me very well and explained what was going on each step of the way.

When we were moved to Fast Track for observation the allocated nurse was Belinda. Belinda was also extremely warm, friendly and welcoming. She made both myself and my child feel calm and she took the time to engage with my child and explain processes to me.

Responses

Response from Karina Finch, Nursing Director Patient Services, Townsville Hospital & Health Service

Dear Engaged With

Thank you so much for telling us about your experience in our Emergency Department last weekend. Hospitals can be very scary places for young children, so it is very pleasing to hear staff took time to engage with your child to make sure they weren't frightened. I am also delighted to hear that staff spent time communicating with you about what was happening so that you were well informed about your child's care, and that their interaction with and attention to both of you was not affected by what you observed to be a busy night in the department.

I will be very happy to ensure your recognition and appreciation is passed on to both Michael and Belinda, and the senior staff within the Emergency Department.

Thank you again for taking the time to recognise the efforts of these two staff. I hope that your child has recovered from his mishap and is again active and healthy.

With kind regards

Karina

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