"Poor ED care"

About: Maroondah Hospital / Emergency Department

(as a parent/guardian),

Recently my toddler had a fall whilst out with my wife and while I was at work.

My toddler could not load bear on their foot and was in extreme pain. 

My wife did the right thing and went to our GP who promptly referred her off for an X-ray thinking my child done decent damage to his foot. The local pathologist was unable to fit my child in and so we made the decision to go to the ED as we’d been told we’d be referred there if they had any significant damage.

Upon arrival, my toddler was feeling a little better and so the nurse proceeded to make my wife feel like an inconvenience remarking to her that they don’t know what they can do because my child looks fine. I left work and arrived 90 minutes later and my child had been given some Panadol and that was the last they’d heard from anyone. I checked their foot and just wanting some reassurance went to the counter where a doctor, 2 nurses and an admin officer were chatting happily about what they were up to later. I was ignored for 5 minutes as they laughed and enjoyed themselves and so we left. I assume at some point they were curious about where we were but I will take my child to another medical centre and ensure I tell everyone about what I believe was on this occasion a terrible form of health care from Eastern Health. I believe that it is terrifying that they advertise as a teaching hospital.

Whilst I understand it was not a compound fracture, I also know we did everything possible not to waste ED resources and were put in a position where we had little choice.

The condescending nature of the nurse and the lack of any customer care by the admin staff is, in my opinion, indicative of poor management practices and standards and is an embarrassment. A genuine 5-minute conversation with my wife whilst the ED was quiet, and I know it was having worked extensively in it over the last 15 years, would have reassured my wife and perhaps enabled her to make alternative arrangements without being made to feel like my toddler was a waste of space.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear OverMaroondah

Thank you so very much for taking the time to share your experience when attending the Emergency Department at Maroondah Hospital. I would like to sincerely apologise that your experience was not a positive one and that you, your wife and child were treated in a condescending way.

This is not an experience I would like for myself or my family either and given you mention you have worked extensively in it for over 15 years an experience you would have provided.

I will share your feedback with the leadership team of the Emergency Department at Maroondah Hospital so they can learn from it and determine how to make improvements.

I trust your child's foot has improved and that you were able to obtain the care and service you were looking for. My apologies again.

Kind regards

David

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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