"Treatment for knee"

About: Geraldton Hospital

(as a parent/guardian),

Recently I took my child to the emergency department as they hurt their knee. My child couldn't bend it or move it or walk on it. We waited for a total of 15 minutes which was fantastic. They took x-rays and said it was soft tissue damage. Wrapped my child's knee in a bandage and to see the GP later in the week. Left the ED and then went to the GP.

GP received x-ray report and it stated that my child's left knee was x-rayed not their right knee and he couldn't consult what to do next as they had x-rayed the wrong knee. The GP rang the hospital and they spoke to the GP and said yes it was the left knee that was x-rayed etc. The doctor then wrote a letter for another x-ray to be done for the right knee. Left the GP to go to hospital for the x-ray and waited in there and was then told that the image was the right knee but the written report was the left knee. They responded that an x-ray would not be given. I then asked them what to I do as I left the GP for further treatment for my child's leg as the report was incorrect? They told me to go to ED and get my child's legged checked out and ask for further help. Went to ED and upon arrival I explained my situation to triage nurse and I believe, in a rude manner she told me that I needed a management plan and that I would have to wait for five hours. I asked her why I should after the hospital had made a mistake on the report as I would not have been there in the first place if the report was correct. She told me to calm down and to wait for hours. I said no thanks, I will go to GP again. She told me that I wouldn't get into a GP. I left, as the way she spoke to me was very rude and abrupt after the ED x-ray department made a mistake.

Got an appointment with GP straight away, he then wrote a letter to re-x-ray and go to ED to see the orthopaedic surgeon. He also told me when I get to ED not to wait just get the triage nurse to ring straight away and the orthopaedic surgeon will come straight away.

Did this and the same triage nurse was on and I said to her nicely that she needs to ring the number in black and white and I don't have to wait etc. Three hours later we got called in by the ED doctor not the surgeon as she has not rung the surgeon. They finally rang the surgeon and the surgeon had then come to ED asking why we did not come in earlier and I stated that the triage nurse did not let you know we were there waiting for three hours.

In total that day, we were at the GP from 11: 30am and then hospital until 7: 30pm all because the ED x-ray department made a huge written mistake on my child's x-ray report.

I feel annoyed and upset at the fact they made this mistake and I had to deal with being in hospital and GP back and fourth as someone wrote a report incorrectly and then instead of ringing the surgeon straight away we had to wait three hours before being seen by the surgeon and then the surgeon was annoyed as he was waiting for us. The fact that the triage nurse spoke to us in an abrupt manner was not ok.

Responses

Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS - Midwest We are preparing to make a change

picture of Michele Young

Dear Annoyed Mumma

Thank you for taking the time to share your experience on Patient Opinion. I am so very sorry and equally concerned to read about your experience while seeking treatment for your child at the Geraldton Hospital. WA Country Health Service (WACHS) Midwest prides itself on providing safe, high quality patient centred care and the concerns you have outlined are unacceptable and not reflective of the service standards that we strive for.

It was lovely to speak to you today, thank you for allowing myself and the Regional Director, Jeff Calver an opportunity to discuss your concerns in more detail. The information you have provided will allow us an opportunity to undertake a review through the complaints management process. This process assists us in building effective partnerships with our health service users, carers and the community to allow for continuous improvement of our services. WA Country Health Service Midwest would really like to resolve this issue to ensure that it doesn’t happen again. Please be assured we take your feedback very seriously and we will keep in touch.

Thank you again for making contact, we really appreciate your feedback as it allows us opportunity to improve our service.

Kind regards

Michele

  • Annoyed Mumma thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too
;