"Emergency department"

About: Sale Hospital / Emergency Department

(as a parent/guardian),

Presented with my young child with a suspected fracture to ankle. Admin officer was helpful and professional, helping to locate a wheelchair. After 15 mins I was called to triage nurse (told to not bring child) where I was informed it would be an hour wait, minimum, for a consult and even if there was a break there would be no X-ray called and I would have to present again in the morning. Upon further questioning, I was told a broken ankle was not life-threatening and there would be no treatment other than pain relief. 

At no stage was my child even examined or triaged and it was made very clear, in my opinion, that even if there was an issue it would not be dealt with. 

I am disgusted with the lack of professionalism and care demonstrated on this occasion and now regret my decision to not travel to LRH (Latrobe Regional Hospital) where I am confident in my view that my child would have at least have been triaged. 

Responses

Response from Kate Roberts, Nurse Unit Manager, Emergency Department, Central Gippsland Health Service

picture of Kate Roberts

Dear Disgusted local

We are very sorry that your experience in our Emergency Department has caused you and your child such distress.

As the Nurse Unit Manager of our Emergency Department, I was very concerned to read your story. What you have described is certainly not what we aspire to, nor does it reflect the work we are doing to ensure our patients are at the centre of our care.

We currently have a large team in our department, including doctors and nurses, who are working hard to ensure all our patients receive the highest quality care.

I know we are doing some great work but I am also aware that we do not always get it right. The issues you have raised are being taken very seriously and we will use your story to help us to make improvements.

A more thorough investigation of your child’s experience with us would help these efforts a great deal and if there is anything at all we can do to aid your child’s recovery, please let me know. I would love to hear from you and can be contacted at Kate.Roberts@cghs.com.au or on (03) 51 438 166.

With Kind Regards

Kate

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