"My wife needed to go to Emergency. No Ambulances?"

About: Ipswich Hospital Mater Hospital Queensland Ambulance Service

(as a carer),

I would just like to report on the story of my traumatic experience with Qld Health particularly the poor treatment and lack of service we received at the Ipswich Hospital Emergency. Firstly rang 000 spoke dispatcher discussed situation, arranged for an ambulance as my wife was in agony and was unable to move due to pain. I got worried after 20mins had passed and no ambulance arrived at our house. I rang 000 again and they advised me that ALL ambulances were occupied. 45mins had passed and I decided to call again and cancel the ambulance as I said things had progressed worse and I was going to take her in myself.

Arrived at Ipswich, 4-5 ambulances were sitting out front for various reasons. Took the wife in to see the Triage Nurse. Informed the Nurse that I believe it's an appendicitis and she needed treatment, and that she had seen a doctor previously during the day and things have taken a turn for the worst. The Nurse took Observations, then came back another 30mins later with medications which meant nearly 1. 5hrs had passed and we had resorted to lying on the floor in emergency because it was most comfortable for her.

After being admitted she was given an IV and drugs to help control the pain before the scan could take place. The scan was diagnosed inconclusive, but the pain was getting more intensive. We decided that we should transfer to the Mater Emergency, where it was discovered that she had an appendicitis which had ruptured.

She had the operation and due to the severity of the rupture she had to be administered with antiboitics to stem in bad infections.

She was released, but has since returned back to hospital due to infection with another operation is required. Hopefully she will be home soon no thanks to Ipswich Emergency which has turned something reasonably simple and routine into a massive drama, inconvenience and cost.

Responses

Response from Joy Wyatt, Senior Consumer Liaison Officer, Clinical Governance, Queensland Health - West Moreton

Dear Mr Potatoe,

We are so sorry to read that your wife has been so unwell and is still in hospital at this time. We would like to begin by wishing her a full and speedy recovery.

It certainly seems like you have both had a really difficult period and that you feel let down both by the delay in the ambulance response as well as by the care your wife received when she came into our emergency department.

At West Moreton we are committed to ongoing improvements in patient care. We would like to speak with you or your wife about this so we can fully investigate what has happened. We value constructive feedback so we can identify opportunities for improving the service we provide to the community. We would appreciate it if you would contact the Consumer Liaison Office on 0409 275 503 during business hour (8:30 – 16:30) or you can email us at your convenience. Our email address is wmh.clo@health.qld.gov.au. Please be assured your contact is welcome and we are sincere in our offer of assistance.

We wish you and your wife the very best for the festive season and a happy and healthy New year.

Kind regards

Joy Wyatt

Consumer Liaison Service

West Moreton Hospital and Health

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