"Hospital visit"

About: Geraldton Hospital

(as a parent/guardian),

My toddler fell over at home and bled from their mouth. We were concerned about our toddler's new teeth so decided to take a trip to the emergency department. We are first time parents. Upon presentation we were triaged and waited thirty minutes to see a doctor. When called in there was blood on the bed in the room and overall the room was dirty. The doctor informed us in what we believe was a rude manner that they were a doctor and not a dentist and didn't earn the money of a dentist. This was said to us numerous times. We then left feeling like we did the wrong thing in trusting the hospital system. 

Responses

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

picture of Michele Young

Dear Where to go

Thank you for sharing your story on Patient Opinion. I am so very sorry and equally concerned to read about your experience while seeking treatment for your toddler at the Geraldton Hospital Emergency Department. Your experience is not reflective of the high standards WA Country Health Service Midwest strive to provide, our core values - caring with empathy, respect, courtesy and kindness and it does not meet with our stringent infection control policies. In any circumstance where a parent is concerned for the immediate well being of their child, they should feel confident in presenting to a health care facility. I would like to reassure you that you absolutely did the right thing by bringing your toddler to the Geraldton Hospital Emergency Department.

We would very much like the opportunity to discuss your experience directly with you to address your concerns and hopefully rebuild your trust in our service. The contact details for Derek Fraser Geraldton Hospital Operations Manager are 9956 2369 or alternately you can contact me on 9956 8695 or michele.young@health.wa.gov.au. Your call would be very welcome and you can still remain anonymous if you wish. We will of course respect your decision should you choose not to make contact and if this is the case we will ensure that actions are taken to address the issues you have raised.

I hope your toddler is on the mend, thanks again for taking the time to write and I look forward to hearing from soon.

Best wishes

Michele

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Response from Michele Young, Coordinator Executive Services, Executive Services, WACHS - Midwest We have made a change

picture of Michele Young

Dear Where to go

Just a follow up to your story regarding your visit to the Geraldton Hospital Emergency Department. The Geraldton Hospital has a cleaning schedule with the rooms regularly audited, however on this occasion it appears there was a breakdown in communication with the cleaning staff not alerted and the room was not serviced. The Geraldton Hospital Operations Manager has informed me that based on your feedback the cleanliness of the rooms will be closely monitored to ensure that your experience is not repeated.

In regards to your interaction with the doctor, given the anonymity of your story we are unable to identify the doctor involved in your care so all staff have been reminded of their responsibility to provide patient centred care, what you have outlined is certainly not acceptable.

Again I'm sorry that you have experienced our service in this way and we would really welcome the opportunity to discuss your experience. You could contact Derek Fraser Geraldton Hospital Operations Manager on 9956 2369 or alternately you can contact me on 9956 8695 or michele.young@health.wa.gov.au

WA Country Health Service Midwest strives to provide quality consumer-centred care by building positive partnerships with our health service users so thank you again for taking the time to get in touch and also, allowing us the opportunity to improve our service.

Best wishes

Michele

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