"Emergency Department Treatment"

About: Sale Hospital / Emergency Department

(as the patient),

I suffer from quite severe endometriosis and deal with chronic pain on a day to day basis. 

I started to get more acute onset pain but was managing it as Endo. I was at work and got sent home due to the pain I was experiencing (very different from my usual pain) and decided to go to the ED as I could not get a GP appointment for 4 days (it was a Friday). 

On presenting to the ED the triage nurse was amazing and understanding and sympathetic to my pain. 

Upon being admitted through to ED (surprisingly quick, it was a 'quiet night') and seen by a doctor it was immediately brushed off as Endo pain by them and I was told to go home and take regular pain relief. 

I became quite upset about not being taken seriously, the nurse told the doctor to come back where, I believe, they were fakely nice to me asking what I wanted from them, to which I said I would like an ultrasound because something was not right and I was told that it would not happen there (even though it was 3pm, and the techs were still at work) and I would have to see the GP and book in for one myself. 

I went home, cried my eyes out at my treatment and could not get out of bed for the next 2 days as the pain was so severe (even with painkillers). I didn't go back to ED because I believed I would be treated just the same. 

I got to my GP on the Tuesday to be told he suspected a cyst and sent me off for an ultrasound. Usually, there is a 2-3 week wait in Sale for this service (previous experience), but I got lucky and got in the next day due to a cancellation. 

I had to wait 1 week for my results to be told I had a ruptured cyst that had also coincided/caused an infection in my uterus. 

In my view, the treatment I was shown by this ED doctor was abhorrent. I feel as though they thought that just because I have another condition in the same area means it is that condition causing my pain. 

I believe they need a lesson in compassion, and not being a know it all. In my opinion, they are a dismissive doctor who doesn't trust a patient coming in insisting something is wrong!

Responses

Response from Frank Evans, Chief Executive Officer, Central Gippsland Health

picture of Frank Evans

Dear NAY

Thank you for taking the time to tell us your story, and for having the kindness to pass on positive feedback about our triage nurse, despite your harrowing experience.

My name is Frank and I am the CEO and acting Director of Nursing and Clinical Support Services at Central Gippsland Health.

I am writing to you because our emergency Department Manager is currently on leave.

I hope you are going okay now and please don’t hesitate to contact me if I can be of any assistance to you.

I am very sorry that your experience with us has caused you such distress. Please be assured that what you have described is not what want for our patients.

We have said this previously on Patient Opinion, but I feel it is important to say it again because we are in middle of some important work. We currently have a large team from our Emergency Department, including doctors and nurses, who are working hard to ensure all our patients are at the center of our care. I know they are doing some great work but I am also aware that we do not always get it right. We also have a whole of health service project working on person centered care, because we understand that communication is the essential ingredient of patient centered care and good communication starts with genuinely listening to our patients.

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 experience with us would help these efforts a great deal. I would love to hear from you and can be contacted at frank.evans@cghs.com.au or on 0351438319

Warm regards

Frank

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