"Broome ED going above and beyond"

About: Broome Health Campus / Emergency Department

(as the patient),

I presented to Broome Emergency Department recently for the 3rd time in a few days with abdominal pain from gall stones.

Each visit has been very positive and I've been well looked after but I want to mention today in particular.

Even though all the bays were full at the time I presented, the triage nurse came out to the waiting area and continued to comfort and reassure me, was telling me that they wouldn't be too long, bringing me water and seeing how I was going. She really went above and beyond to make me feel like I hadn't been forgotten about.

Once I went in, everyone I encountered was so reassuring and attentive, even though they had a lot going on. They took my pain seriously and made me feel like I was a priority to them in that moment, again even though there were many other patients.

Dr Sue looked after me today and I want to make a special mention because I felt like I was in the best possible hands. She went above and beyond for me when she didn't have to. Once my pain was under control, instead of sending me on my way she took the time to draw a diagram of what was happening with the gall stones and how they work and what to expect so I understood. I have had Dr Sue before at the Broome Hospital years ago and even though our encounters have been brief, I haven't forgotten her as she has the best bedside manner and it's obvious how much she cares about her patients. Thank you Dr Sue.

Responses

Response from Sue Phillips, Acting Regional Director of Medical Services, WA Country Health Service Kimberley

Dear Broome patient,

Thank you for taking the time to provide the Broome Hospital ED with such positive feedback. We are very proud of our caring staff, who often work in challenging circumstances to provide compassionate medical care to our patients. It is incredibly satisfying to be able to help patients by relieving their pain and suffering. We try to make every patient our priority, although sometimes the demand outweighs our capacity to be able to deliver this in a timely manner. Thank you for taking the time to tell us that you had a good experience, despite your wait, as a result of the triage nurse's reassuring and attentive care. Your kind words have made our ED team's collective day, and I was personally humbled by your gratitude for my part in this, in particular.

I hope that your gallstones don't give you any more trouble before they get removed.

Kind regards,

Sue Phillips

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