"One night at Sutherland Hospital Emergency room"

About: Sutherland Hospital

(as the patient),

I have had kidney stones over 30 years. Every 2 or 3 years I have to admit to hospital for the same thing as always, will be given some pain killers and than Ureteroscopy procedure. 

Recently due to my kidney stones, I went to Sutherland Emergency and everything was going well the staff nice the service are fantastic, until about 6am one morning. In my opinion, a nurse was screaming next my bed complaining about my snoring. She was saying that my snoring so annoying to other people and herself. I had had morphine - all gone my pain was back in an instant. I felt humiliated. I asked myself should I have reported my snoring problem before I went in! I couldn't stay any longer, how could I stay. I felt I'd been humiliated in front of all patients. I felt - better die on the street, much better than the disrespect to gain my treatments. They called the doctor and  he discharged me with Keflex, enough for 6 days . I asked will you report what happened ? He said, No I wasn't involved.

Same night I return to emergency to do all over again, with anther doctor.

Responses

Response from Valerie Jovanovic, General Manager, General Manager's Unit, The Sutherland Hospital

Dear LOVE4all

Thank you for your feedback about your recent visit to the Sutherland Hospital. On behalf of the Emergency Department staff, I would like to apologise for this experience.

I am sorry that the comments from one particular staff member caused you such concern that you preferred to leave, rather than stay and continue with treatment. The comments described in your feedback are insensitive and unnecessary and are not in line with our organisational values.

It is my expectation that our patients are treated with respect and dignity when they are in our care. It was disappointing to hear that you came to us seeking treatment and left feeling humiliated by the experience and interactions with staff.

We will discuss your feedback and ask our staff to reflect on their practices to ensure we deliver a high standard of healthcare services to our patients, in a professional manner and with compassion for those in our care.

Kind regards

Valerie

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