"Emergency Department Care"

About: Beverley Health Service

(as the patient),

Went to Beverley Hospital Emergency Department (ED) recently. My face was swollen. An unidentified custodian asked what we wanted. Told the custodian I needed to see a doctor. The custodian went away to talk with two other staff members.

One of the staff members (no name tag, lanyard was hiding beneath their top) came over. The staff member did not identify themself but my companion asked their name and they told us. We went to the triage area and the staff member asked why I was there. I said infection, which showed because half my face was huge. The enrolled nurse put on a BP cuff, finger pulse and took temperature in my ear. While being told about dental practice, and that another hospital was an option for a doctor, my companion asked if a doctor was available at Beverley ED. The staff member said yes, might be on rounds.

Then this staff member took a stethoscope and listened to my back. They then listened to my chest. Then they told me they were lifting my shirt and proceeded to palpate my entire abdomen. Every bit of it. When I asked why, the staff member said, to check if you're pregnant.

When the doctor came they quickly got a script for antibiotics and a mild painkiller. Then the staff member came back, swabbed and jabbed a needle in my arm. They did not tell me if it was antibiotic or painkiller. They did not say anything, just rolled up my sleeve, swabbed and jabbed.

I do not even know that this staff member was actually a nurse.

Is this usual for a jaw infection? Why didn't the staff member ask me anything? Isn't ID meant to be seen? Shouldn't they tell me what's in a needle?

Responses

Response from WACHS - Wheatbelt

Dear Pained,

I was very concerned to read about your recent experience at the Beverley Hospital Emergency Department (ED). The treatment you received is not at all consistent with the standard of care that is expected of our staff in any WA Country Health Service (WACHS) facility. You are absolutely correct that staff should identify themselves to patients, including providing their name and job title. It is also a requirement for staff to discuss your proposed plan of treatment with you, so you are fully informed in relation to medications that have been administered or prescribed.

Your feedback will be discussed with the staff at Beverley Health Service, in order to improve our services and the level of care provided. I would also like the opportunity to undertake a thorough review of your presentation. If you would like this to be undertaken, please contact Melissa Wiktorski, Acting Patient Opinion Coordinator on (08) 9621 0705 or via email at wheatbelt.consumerfeedback@fhealth.wa.gov.

I am sorry that your experience was not positive and assure you that we take feedback such as yours very seriously. I hope we hear from you soon.

Kind regards

Marie Baxter

Acting Regional Director

WA Country Health Service Wheatbelt

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