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My ED experience

Posted By scorpiussh44

"My ED experience"

About: Wonthaggi Hospital / Emergency Department

(as the patient),

Not the first time we have had a horrible experience at this hospital, I found the staff are rude, it seems they are disorganised and I feel don't care about their patients. 

One of visits to the hospital, I recall we sat there for nearly 12 hours with a broken leg, no pain relief offered.

Last visit we were not assessed or examined as I recall the paper work said, we were there for about 8hrs and handed paperwork without even seeing a doctor.

We have spent a minimum of 5 hours wait every time we have had to come to this hospital, no offer of pain relief or anything. 

Based on my experience I found asking the staff a question is made out to be the biggest hassle.

In my opinion, the doctors are rude and abrupt, I feel they are unprofessional. 

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Responses

Response from Jan Child, CEO, Bass Coast Health 2 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 26/09/2022 at 11:24 AM
Published on Care Opinion Australia at 2:58 PM

picture of Jan Child

Dear scorpiussh44,

I would like to thank you for taking the time to provide feedback about your experiences. I wonder if you would mind taking the time to call me on 0472 846 355 so that I can review your file and understand what happened.

Kind Regards,

Jan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Jan Child, CEO, Bass Coast Health 2 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 30/09/2022 at 1:18 PM
Published on Care Opinion Australia at 1:55 PM

picture of Jan Child

Hello again,

I am sorry that I haven't heard from you. I just wanted to reach out again and ask that you ring me so that I can talk to you about your experience. I have also taken the opportunity to look back through our records and have not found any record of patients in our ED with broken limbs who had to wait for a period of time, let alone 12 hours. This would be particularly concerning. My number is 0472846355. If you decide you don't want to talk to me, I would be very happy to text with you.

Kind Regards,

Jan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Jan Child, CEO, Bass Coast Health 2 years ago
Jan Child
CEO,
Bass Coast Health

Submitted on 9/10/2022 at 10:06 AM
Published on Care Opinion Australia on 10/10/2022 at 10:23 AM

picture of Jan Child

Dear scorpiussh44,

I note that you have still not reached out to me so that I can review your file and better understand your experiences. We have gone through our records and cannot find an experience that matches your description. I am therefore responding broadly.

BCH is a learning organisation and we take seriously our role in learning from feedback. I apologise if you had a poor experience but it is very hard to respond without any facts. I can say that our staff in ED, like all ED staff who have been through very pressured times as a consequence of COVID, have been, in my view, extraordinary in the way they have positively responded to the challenges.

Yes, there are times where we have had long delays, but my information tells me these are for non-critical presentations where we prioritise critical and emergency presentations. Yes, our staff are tired after working so many extra hours, and they are over wearing their extensive PPE which they have done for years now, and yes, when it's busy, it means they are pressured getting through the work.

Our usual feedback about the ED staff however, is that they are super organised, and compassionate and caring, despite the difficult circumstances in which they work. As always, I am happy to hear where our teams can improve and I am happy to take a call or text message on 0472946355.

If I don't hear from you, I hope you will believe that no health care worker comes to work to do a bad job.

Kindest Regards,

Jan

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