"Disservice"

About: Wonthaggi Hospital / Emergency Department

(as the patient),

I recently presented to ED. I felt that the triage nurse could not have been more unconcerned with my story. As a medical professional that has spent my fair share on the other side of emergency and resuscitation, I have to say I am very disappointed in my experience. I feel that the triage nurse immediately dismissed me as a young female and I wasn't asked so much as a pain score or medical history let alone a description of my pain. I have never presented to ED previously and take self presentation very seriously as I know the strain that exists on the public system. When the doctors saw me they were concerned enough to order an ultrasound the next day (I am aware they were not so concerned to have me shipped off that night to somewhere that had 24 hour imaging so that was a blessing) nonetheless they asked that I represent the next day, as I did. I awaited my results. After three hours waiting for a simple ultrasound report I asked the receptionist if I could leave - they obviously weren't concerned and I had a small bub to get home to. And I didn't want to rock the boat as I thought they were busy. The receptionist was lovely and very accommodating. She said she would ask a nurse. She spoke to a nurse who was just leaving her shift - a nurse that had had no contact with me whatsoever. The nurse took one look at me and said, with a roll of her eyes, she can leave. I'd like to say to that nurse, first of all, when did it become practice to discharge on looks and second when did you lose faith? I was there because I was honestly concerned with the pain I had experienced and I had been told by the radiologist to wait for my results. I understand that higher cats come in and I waited patiently but in all of the hours I was there, I felt I was treated like a phoney. I would never treat a patient the way I was treated regardless of their presentation. Everyone apart from the nurses took me seriously. As a health care professional I have dealt with a lot of busier hospitals and the nurses have done their jobs regardless of priority or whatever else was coming through the bay doors.  

Responses

Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Dear Patient disappointment - I am so very sorry you received this response from our staff. Not just because you are a health care professional! No-one should feel that they are disregarded by any of our staff. It sounds like our communication to you was less than adequate. I would be particularly keen to talk to you to understand when this occurred so that I can follow up with the individual staff. I wonder if you would be happy to call me and chat through some finer details. My mobile is 0472846355. If I don't answer, please leave a message and I will get back to you. I am very sorry that you had this experience and I am keen to make sure that this doesn't occur in the future. I hope you are feeling better. Kind Regards, Jan.

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