"Emergency Visit"

About: Armadale Hospital

(as a parent/guardian),

Recently we had to take our child into emergency after they had a fall at training and was in pain on their collarbone. The triage nurse was great and after I explained that my child had spent a lot of time in hospital due to ongoing medical conditions - they have not developed a phobia towards the hospital. The doctor was fantastic and the nurse was very gentle with my child and I cannot thank them enough.

However, the PCA came over and asked what my child's name was - I told the PCA, but they insisted that my child tell them - my child was crying in pain and the PCA said no, that my child needs to tell them. I explained the circumstances and I felt that the PCA continued to be mean - in my opinion, they were being a bully; I don’t like bullies and I don’t appreciate it when they did this to my child. Perhaps they should remember that this is a scared, anxious little child who has spent way too much time in hospital. Absolutely disgusting behaviour from this person and they need a serious talking to about how they treat patients - maybe they can take some notes from the brilliant doctor and nurse.

Responses

Response from Maha Rajagopal, Area Director of Nursing and Midwifery, East Metropolitan Health Service

picture of Maha Rajagopal

Dear ‘hawkcd33’,

Thank you for writing to us and sharing your story of your child’s recent experience in the Emergency Department (ED) at the Armadale Health Service.

Firstly, can I say that I am very sorry and disappointed to hear of your child’s experience with our Patient Care Assistant (PCA). The type of behaviour you have described definitely does not align with the core values of our Health Service and the need to demonstrate respect and kindness at all times. I apologise wholeheartedly that your child was made to feel bullied on this occasion.

As treating patients and their families with compassion and respect is of prime importance to us, I would like to reassure you that your feedback will serve as a reminder to staff about their behaviour and the high expectations of the health service in this regard. We are currently looking at ways of improving the patient experience through better communication and interactions by our staff, and feedback such as yours is important in letting us know where we need to concentrate our efforts.

It is very pleasing to hear that the care provided to your child by the Triage Nurse, Doctor and Nurse in the ED was fantastic and that your child was treated so gently by them. With respect to this, it is with great pride that I will pass on your thanks and kind words to the people involved.

Once again, thank you for bringing this matter to my attention, and I wish you and your child all the best.

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