"Different experiences in the ED and the ward"

About: Fiona Stanley Hospital / Emergency Department

(as the patient),

I went to Fiona Stanley in Murdoch recently because I had been advised to have tests and an MRI done.

I arrived at reception, told my whole situation to the attendant, sat down and waited for my number to be called.  I am elderly and have a hearing problem. My number was called out and I didn't hear it.  After a while, I approached reception again and had to be treated as a new case all over again. I was in pain and unsure what was happening to me so I really got upset and didn't want to explain all over again.

I don't know why I had to explain myself all over again when I had already done so.  I don't know why I had to go to the back of the queue when I was in need of assistance.

I just want to tell you because people at reception need to make allowance for elderly people visiting emergency without representation from another family member, who cannot hear or even see for that matter.  I was frustrated and started crying and was, of course, rushed through to a hospital room after this.

On a happier note, there was a gentleman named Jacob in Ward 5A who attended to me.  The staff, in general, are lovely but Jacob was so special in that he really cared, listened, and basically seemed to take on more roles than his own; which I am still not sure what his actual role was, head nurse; nurse? 

Jacob just made me feel calm, relaxed, kept me informed on everything that was happening, listened to my concerns.  But he remained professional as well.  He is an asset to that ward and to the hospital.

Thank you Jacob :)

Thank you very much for listening.

Responses

Response from Neil Doverty, Executive Director, Fiona Stanley Fremantle Hospitals Group, South Metropolitan Health Service

picture of Neil Doverty

Please note this response has been updated with a different phone number for you to contact.

Dear bocaj,

I am very sorry to hear about your recent experience at Fiona Stanley Hospital’s Emergency Department (ED). The ED often experiences busy times at triage with many people seeking medical treatment. This can make the triage system difficult to navigate.

An initiative to improve patient experience has been to have volunteers greeting people on arrival in order to determine how we can best assist people. The ED has recently sought feedback from its Consumer Group on how best to give people the correct information about the triage system.

The ED is currently undergoing a review on the area, looking at better signage and processes. I thank you for your feedback and will ensure that your concerns are raised with this review. Your hearing difficulties should have been noted and accounted for in order for us to improve our communication with you. The department has an ongoing commitment to actively improve the triage process and does value your feedback.

Thank you for your feedback regarding your nurse Jacob, he is one of our Enrolled Nurses and soon to be a Registered Nurse. We are very proud of his commitment to caring for our patients and his colleagues. He certainly is a valued member of our nursing team within AMU and FSH. We will ensure that your feedback is passed on to Jacob.

If you would like us to investigate your concerns in ED further, please do not hesitate to contact us on 6152 4013 or FSHFeedback@health.wa.gov.au and provide us with your details and we will investigate further.

Yours sincerely

Neil Doverty

Executive Director

Fiona Stanley Fremantle Hospitals Group

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