"Emergency visit"

About: Geraldton Hospital / Emergency Department

(as the patient),

I presented to the Emergency Department (ED) after having frequent heart palpitations, and my heart racing at 120 beats per minute. This had been going on for a few weeks and was gradually getting worse, so I presented to the ED. The triage nurse was great, the admin clerk was great too. I was called in very quickly due to the nature of the symptoms.

When asked what was the problem by the doctor, I felt as I was judged for coming to the ED instead of my GP, the doctor I feel was very condescending and told me that there was not much they could do here at the ED and to go my GP.

Responses

Response from Liz Kelly, A/Coordinator Executive Services, WA Country Health Service Midwest

Dear pelicanqy95,

Thank you for taking the time to write to us with your story, I was concerned to hear about your experience and am sorry that you felt judged and that the communication was condescending. This is not reflective of the compassionate and high quality care we aim to provide to all people accessing our services.

I have discussed your story with our A/Operations Manager, Geraldton Hospital, Kaylene Tomkins, who will talk to the staff in our Emergency Department about your concerns regarding communication. We would like to be able to investigate further and to be able to do this we need you to make contact with us. If you would like to do this please contact Kaylene on 9956 2403 or email kaylene.tomkins@health.wa.gov.au. Alternatively you can contact myself on 9956 2291 or email liz.kelly@health.wa.gov.au. Please be assured WACHS Midwest values all feedback and it is used to continually improve the care and services provided to our consumers. Your contact with us will help us do this and is greatly appreciated.

I would also like to thank you for letting us know about the great service you received from the triage nurse and administration clerk and the prompt care they provided you with. I hope that you have begun to feel better.

Kind Regards,

Liz

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