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"People skills"

About: Plantagenet Hospital / Emergency Department

(as the patient),

To whom it may concern, a few months ago I went to the ED at the Plantagenet Hospital, I had a lot of pain on my left leg between the knee and the ankle, I went there because my Doctor was on holiday and I couldn't get in to see any other Doctor, even though I was Red/Flagged.

I was met by a Nurse, who asked what me what was wrong, I explained that I was in a lot of pain, and had been for a while, they asked what's a while, was it day's week's or month's. I answered it was a weeks, few weeks. They asked what was the pain level I said between 8 and 10. They looked my leg and at my face and I recall said no it's only a 5. They then asked where the pain was and I said it was my calf and pointed to it, they said that's not your calf that's your shin ok.

Then they asked me what Medication I took. I told them it was one Crosuva Tablets 5mg. They asked me the same question again and I explained again, they then asked me the same question only this time I felt it was very slow and deliberate. What-Medication-Do-You-Take!, I felt like I was being treated like a fool probably because of my age. They asked if I took anything for the pain, I told them I took Nurofen when I needed to. I recall they said if it's soft tissue damage you need to keep taking the painkillers, they got me 2 Panadol and 1 Ibuprofen which I wish I had not taken, I felt very intimidated and took them against my better judgement. They never gave me real eye contact, they stood all the time and looked down at me. They then sent me to one of the cubicles to wait for the Doctor.

The Doctor turned up about 15 minutes later, asked was wrong. I went through it with them and mentioned that I was concerned it might be a Blood-Clot, and wondered if I should have a Ultrasound. I recall they looked at my leg's with my pants on and said I can tell you that it is not a Blood-Clot. They told me take my pant's off and get on the bed, I said I wouldn't take my pants off as they were very baggy and I could pull them up, they checked my legs and said I told you, you haven't got a Blood-Clot I am 97 percent positive.

They then went on to say your Doctor shouldn't have suggested an ultrasound without examining you, I told him it wasn't my Doctor it was my Chiropractor, they raised an eyebrow. I did say my Chiropractor was concerned, they then went on to say no Ultrasound that's a waste of $300:00. I recall the Doctor said it takes longer to heal as you get older and let's face it you aren't 25 years old any more (I am in my late 70s) I said that I did know that. The Doctor told me to go home sit down in the sunshine put my feet up and drink lot's of water, I was just waiting for them to pat me on the head and send me on my way. I said that I was sorry to have wasted their time.

I felt they were both very arrogant and dismissive, I genuinely felt like I was wasting their time.

As I have already mentioned I am in my late 70s. I would have liked some respect not for my age but for me as a human, to say I was angry, frustrated, sad, humiliated and so un-heard was an understatement most Medical Facilities ask for Patient's to treat them with Respect shouldn't we expect the same.?

I think these two staff should go and learn some people skills, after all their job's do call for it.

Sincerely thubancf89, I look forward to hearing from you as soon as possible.

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Responses

Response from Faye Simpson, MPS Operations Manager, Executive, WA Country Health Service Great Southern 4 days ago
Faye Simpson
MPS Operations Manager, Executive,
WA Country Health Service Great Southern
Submitted on 17/12/2024 at 11:47 AM
Published on Care Opinion at 5:35 PM


Dear thubancf89,

Thank you for taking the time to share your experience at the Plantagenet Hospital Emergency Department. We deeply regret to hear about the distressing and unsatisfactory care you received during your visit.

We sincerely apologise for the lack of empathy and respect shown by our staff as it does not reflect the standard of care we strive to provide. Every patient deserves to be treated with dignity, respect, and compassion, regardless of age or condition.

We are particularly troubled by your account of feeling belittled and dismissed, especially regarding your pain levels and concerns about a potential blood clot, We understand how important it is for patients to feel validated and supported, especially when they are in pain and seeking medical help.

We have shared your feedback with the Plantagenet leadership team and will share it with our broader group of small hospitals so that they can learn from your experience.

We understand that you have already reached out to Plantagenet’s Clinical Nurse Manager, Sam Reid and they will keep me informed of the investigation and the outcome,

Once again, we apologise for any distress caused and thank you for bringing this matter to our attention. We are committed to improving our services and ensuring that all patients receive the respectful and compassionate care they deserve.

Yours sincerely

Faye Simpson

MPS Operations Manager

WACHS Great Southern

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