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"Albany emergency department"

About: Albany Health Campus

(as a relative),

My 92-year-old gran had an eye injection earlier in the day and has had a bad reaction in one eye. She is very stoic and I know when she complains it must be serious! She is in a lot of pain and can't open her eye. We decided to come up to ED because she said it feels very different to every other time she's had the injection and that it feels like there's a foreign body in there. She is flushed and very uncomfortable. ED is all but completely empty. We waited about an hour in the waiting room and were then shown to the room with a slit lamp in it. Gran still in a lot of pain and her eye now oozing something. We are then left alone again for another hour with no explanation. The ED is deserted. I cannot see or hear one other patient. We were finally told "you're next" - that was half an hour ago. Still no sign of anyone. Poor gran is stiff and tired. Wish us luck that they'll turn up eventually! Maybe there's only one doctor? ? Maybe they've gone for dinner? ?

Responses

Response from Juan Clark, Operations Manager, Operations, Albany Health Campus, WACHS Great Southern

Dear Aljujo

Thank you very much for taking the time to tell us of your experience in our Emergency Department. I am very sorry that you feel that your Grandmother was not attended to as promptly as you would have wished for and I hope that she has now received appropriate care and has recovered from her injury. I have alerted the Emergency Department team so that they are aware of your feedback. Please be assured that we consider feedback such as yours as an opportunity to improve the service that we provide to our community.

Emergency Departments are complex environments and ours is no different. The level of activity is not always apparent to onlookers and indeed the team tries to ensure that the environment is kept reasonably calm regardless of the activity level. However, it is difficult for us to give you a more considered response without knowing more detail such as the date and time of your Grandmother’s visit.

If you would like us to investigate your Grandmother’s personal experience please contact our Consumer Feedback Coordinator, Ceinwen Gearon, via email at gs.psqu@health.wa.gov.au or phone us on 9892 2284.

Best wishes to you and your Grandmother.

Juan Clark

A/Albany Health Campus Operations Manager

WA Country Health Service

  • Aljujo thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

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