"Emergency Department"

About: Sale Hospital / Emergency Department

(as the patient),

I presented at ED recently after I was unable to remove a contact lens. I have been wearing them for many years and only once before have I had one suctioned on so hard I couldn’t remove it. On that occasion I was low priority (which is correct) and I waited a long time for a lull then a doctor removed it quickly with a cotton bud after checking it first. Relief!

On this occasion a number of years later I attended ED. There were a few people waiting, but it looked busy behind the scenes. I was willing to wait a long time, but the Triage nurse came out. Asked what was wrong, then opened the door, told me to lay on the triage area bed and then proceeded to try to get it out with a needle (I didn’t realise it was a needle at the time). After two attempts I felt something prick my eye. I told her it was hurting, so she just did it again. The contact lenses came out, but now my eye is bloodshot, sore, and after seeing the optometrist a couple of days after, they said it had some damage that will heal with drops etc., but they were extremely surprised somebody would use a needle like that. 

My problem is, she didn’t ask or record my name, didn’t see a doctor and now my perfectly normal eye has a needle stick injury and is extremely painful.  Am I overreacting or does this seem not normal?  


Response from Paul Head, Director Aged & Ambulatory Care, Central Gippsland Health

picture of Paul Head

My name is Paul and I am the Acting Executive Manager for the Emergency Department at Central Gippsland Health.

I am very sorry to hear of your concerns and disappointed that this has been your experience.

We take your feedback very seriously and will investigate the matter. To assist me with my investigation, I would appreciate it if you would make contact with me to discuss your story in more detail.

Our approach to feedback at Central Gippsland Health, both positive and negative, is to make every experience count by acknowledging the stories of our consumers and actively seeking ways to improve our service. We are committed to listening, responding and improving and I wish to assure you that we want your feedback to inform and shape how we will look after you and other clients, next time.

My contact details are paul.head@cghs.com.au or by phone on 0400629336.

Warm Regards


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

Updates, changes and questions related to this story