"They were unreal in their care and concern for my daughter (Ipswich Hospital emergency department)"

About: Ipswich Hospital / Emergency Department Mater Children's Hospital / Accident & emergency

(as a parent/guardian),

My daughter was mauled by a dog and had severe lacerations, gauges and deep wounds to her face, neck and upper body. In my state of horror, I did not call for an ambulance but decided to take her to the Ipswich Hospital. My experience with the all staff in the Emergency dept. from the ward clerk, triage nurses and doctors was absolutely fabulous. As soon as they realised that my little girl would need extra attention than they could give they organised to have her transferred to Mater Children’s Hospital. They acted quickly, efficiently and professionally and I thought they were unreal in their care and concern for my daughter. I simply cannot thank the staff at Ipswich Emergency enough.

Sadly the treatment I received by the security guard when I first arrived and parked my car in the emergency bay at the hospital was what I can describe as only barbaric. Whist holding my bloody, hysterical and distraught child, the security guard walked over to me and in a what I thought was a threatening manner told me that if I didn’t move my car in 2 minutes he was going to call the police. He did not render any assistance whatsoever. I parked in the emergency bay as this was clearly an emergency and did not appreciate being spoken to like that when surely it was obvious what I was doing and that I had an emergency. I don’t know if he has the authority to treat people like that and maybe the reason for having emergency parking bays needs to be clearly explained, either the public is unaware of why they are there or the security guards are unaware as to what actually an emergency is and their ‘role’.

This whole situation could have turned very nasty as he made me very agitated and I was ready to punch him. I am still absolutely disgusted at the treatment we received by this guard and can only say that this can be a very negative influence on the hospital.

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Responses

Response from Caroline Jeffs, District Coordinator Consumer Liaison, Performance Strategy Planning, WMHHS

Dear Thankful Dad

We are so sorry to hear what your daughter went through with the dog attack, this would have been a distressing time for you.

We hope your daughter has recovered ok and we know your daughter would have been in good hands with our friends at the Mater Children's Hospital.

We can't apologise enough for the behaviour of the security guard when you arrived at our hospital. You are right, this was an emergency and it wasn't ok for security to insist you moved your car without compassion for your situation. The most important thing was getting your daughter to the best possible care. We sincerely apologise for this situation, and have followed up with those involved to make sure this does not happen again.

Thank you for your message to our staff of the Emergency Department at Ipswich Hospital. We also think the staff in our Emergency Department are fabulous! They work hard to always provide the best possible care. We have passed your message onto the team at the Emergency Department, who were touched by your message and also hope your daughter is well.

From everyone at Ipswich Hospital, we wish your daughter a speedy recovery and the best possible health.

Thank you for taking the time to use Patient Opinion.

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