"Terrible interaction with registrar"

My child was referred to PCH ortho team for a chronic paronychia (we live in a remote town) to be operated on due to inability to heal with 8 weeks of antibiotic therapy. We were flown down to Perth and advised they would be having a surgical procedure in coming days. 

The ED team on arrival were exceptional. The Dr (Helen) and the nursing team were respectful, kind and understanding of our situation being so far from home and in a new, unfamiliar environment.

Unfortunately, we did not experience this same treatment and care from the Ortho team. I felt the Registrar talked down to me, was condescending and dismissive and believe their plan of care was not appropriate (admission for a week of IV vancomycin).

I requested a consult from ID for their opinion on antibiotics as they had been involved with my child's care for weeks already, and I recall ortho refused. ED arranged this for me.

ID, ED, the local paeds team and I all agreed on a course of action and a plan for my child and I recall Ortho refused to entertain any of it and was dismissive of anyone else's opinion on management.

I recall the ortho consultant refused to come and see my child and i despite myself, ID and the ED Drs requesting this on several occasions. 

I felt the Ortho reg spoke very rudely to the ED consultant who I had asked to assist to advocate for me because i was struggling to feel heard by Ortho. In the end we were discharged on oral antibiotics the same day we presented. This was a huge waste of money, and our time sending us to Perth when this plan could've been undertaken at home.

We have since seen a private ortho who agrees that my child requires surgical intervention and that the ortho team at PCH clearly did not manage this well. We now have to fly to Perth again and pay out of pocket to have the correct care for my child.

I am a health professional with many years of experience working with children and i did not feel heard and struggled to advocate effectively for my child because of how we were treated. I feel that people from non-English speaking backgrounds, or with poor health literacy would have struggled to negotiate best care for their children.

The ED team, and local paediatric team encouraged me to make this complaint as they advised they see this treatment from this team time and time again and no one takes it further. 

I would appreciate the opportunity to discuss this matter further as there is more information that i would like to share, and i would like to understand what follow up will occur as a result of this complaint.