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Humiliation and unprofessional conduct

Posted By Humiliated-While-Struggling

"Humiliation and unprofessional conduct"

About: Fiona Stanley Hospital / Emergency Department

(as the patient),

I attended Fiona Stanley Hospital after my GP referred me due to extreme back pain. My CT scan showed multiple herniated and bulging discs, arthritis, and multiple nerve compressions. Despite my GP instructing me to seek further medical support, the staff’s treatment left me feeling humiliated, dismissed, and neglected.

I arrived at 3:25 p.m., visibly shaking and in severe pain. The triage nurse assured me I would receive pain relief soon, yet I was left waiting until just before 7:30 p.m. During this time, my condition worsened—I experienced tingling throughout my body, muscle spasms, and intense pain in my hands and wrists. When I reported these alarming symptoms, I was simply handed a brown paper bag and told I was hyperventilating, rather than being properly assessed.

When medication was finally administered, the nurse spoke so quickly that I was not given a clear explanation of what I was taking. Concerned about possible drug interactions, I asked them to check my current medications. Instead of reviewing my records, they asked me to list them verbally, responding with a seemingly dismissive “yep” each time. This made me anxious about whether proper checks had been done. No one asked if I had eaten, despite my nausea and pain preventing me from doing so all day.

At 8:30 p.m, my partner had to leave to care for our children after we were both assured I would be staying overnight. Shortly after, a doctor arrived and questioned why I was there. I felt the doctor dismissively told me to build my core and that drugs weren’t the answer. I was seeking urgent medical support, not unnecessary medication, yet I felt as if I was treated as if my pain was insignificant.

Throughout our conversation, the doctor's phone buzzed repeatedly. They glanced at it each time and even read or responded to messages while I spoke. No apology was given. This unprofessional behavior made me feel unimportant and unheard. When I inquired about assistance with my workers’ compensation claim, I was abruptly told no, contradicting my GP’s advice.

By 8:50 p.m, I felt completely dismissed and defeated, so I decided to leave. As I was physically unable to lift my backpack, I had to push it along the floor with my feet while, I recall, at least 15 staff members watched. Some made eye contact, others looked away, but not one person offered help. This was humiliating. After being given multiple strong medications which I had never taken before, I was effectively left alone outside, crying, severely distressed and struggling, until kind strangers assisted me.

Now, hours later, I am still reliving the moment of pushing my backpack in agony while staff ignored me. The humiliation and lack of compassion I experienced continue to haunt me.

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Responses

Response from Luke Dix, Acting Executive Director, Fiona Stanley Fremantle Hospital Group, South Metropolitan Health Service last month
Luke Dix
Acting Executive Director, Fiona Stanley Fremantle Hospital Group,
South Metropolitan Health Service

Submitted on 28/02/2025 at 4:44 PM
Published on Care Opinion on 3/03/2025 at 10:21 AM

picture of Luke Dix

Dear Humiliated-While-Struggling,

Thank you for reaching out via Care Opinion and taking the time to share your experience with me about your recent attendance at the Fiona Stanley Hospital Emergency Department. I’m very sorry to read that you felt that the care provided to you was unprofessional, dismissive and humiliating. This is not how we would like any of our patients or families to feel, as we do our best to provide care that is kind and person-centred.

Although not an excuse, our Emergency Department is exceptionally busy which does result in an extended wait at times, as you have noted. This also means that our staff are treating multiple patients and, in this busy environment, could appear as though they are dismissive. I can assure you this is not the case.

That said, we would not want anyone to feel defeated and dismissed whilst in our care, and your feedback will be provided to the Emergency Department team to see where improvements can be made. I would also invite you to contact our Patient and Family Liaison Service on 6152 4013 during business hours or via email FSHFeedback@health.wa.gov.au with your information to allow us to investigate this further. Once again, my sincere apologies,

Kind regards,

Luke Dix

A/Executive Director

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Update posted by Humiliated-While-Struggling (the patient)

Dear Luke Dix,

Thank you for your response. I understand and appreciate that the Emergency Department is exceptionally busy—this is self-evident, and I acknowledge the pressures that staff face. However, while you state that my concerns are not being excused, I still have not received any actual answers, explanations, or accountability for what occurred during my visit.

Regardless of how many patients were being treated, I feel certain aspects of my experience remain unacceptable. I was given medication without being properly informed about what it was, how it might interact with my existing prescriptions, or whether I had eaten to avoid nausea. I was willing to take the medication because I believed I was in a safe place where, if anything went wrong—such as a bad reaction or an interaction with my existing medications—I would be properly cared for. I was also told that I would be staying the night, which further reassured me. However, after being made to feel as though I had no choice but to leave, I recall I was effectively left out on the street with these drugs in my system, unsure of how they would affect me. If the hospital was comfortable administering these medications, then I believe I should have been admitted as originally indicated.

The doctor who eventually saw me bluntly asked why I was even there, making me feel as though my pain and condition were being dismissed outright. At one point, a nurse even popped her head in to say that Room 21 was available, yet the doctor remained adamant that I did not need to be there, despite there being space for me to be admitted.

I have since contacted the hospital in an attempt to find out what medications I was administered, only to be told I must submit a Freedom of Information request and wait up to 14 days for a response. This is extremely concerning. I believe patients should not have to wait weeks just to learn what drugs they were given in a medical setting.

Additionally, while I understand staff were busy, there were multiple individuals—particularly ambulance staff not actively attending to patients—who witnessed me struggling to push my backpack across the floor in pain and distress. This was not a quick or subtle event. I was visibly crying, on the phone to my partner, and expressing my distress. Not a single person offered help.

I was also repeatedly asked whether I was an intravenous drug user. While I understand that this may be a standard question in some cases, it became insulting and demeaning, particularly given the way I feel I was already being treated. After struggling to leave the hospital in extreme pain—physically unable to lift my own bag—it felt as though I was being treated like someone who was using drugs and didn’t deserve help. This only compounded my feelings of humiliation and neglect.

I initially lodged a formal complaint five days ago and have yet to receive a response, resolution, or apology beyond this general acknowledgment. I expect a more thorough investigation into these concerns and a detailed response addressing the specific issues raised.

I look forward to your reply.

Response from Luke Dix, Acting Executive Director, Fiona Stanley Fremantle Hospital Group, South Metropolitan Health Service last month
Luke Dix
Acting Executive Director, Fiona Stanley Fremantle Hospital Group,
South Metropolitan Health Service

Submitted on 7/03/2025 at 5:39 PM
Published on Care Opinion at 5:41 PM

picture of Luke Dix

Dear Humiliated-While-Struggling,

I am truly sorry to hear about the difficult and frustrating experience you had with the emergency department. It sounds like you were not only dealing with your own health concerns but also facing an environment that felt unsupportive. The long wait times, and lack of compassion certainly contributed to an already stressful situation. At Fiona Stanley Hospital, we consider our patients' safety and comfort to be of utmost importance and I am so sorry to hear that this was not your experience on this occasion.

As Care Opinion is an anonymous platform, it is difficult to comment on what was happening in the ED on that day. I have noted that you have contacted our Patient and Family Liaison Service, and the team aims to respond to your contact within five working days. While the team strives to contact you either via email or phone within this turnaround time, they may require additional information to investigate your situation. If you have any concerns regarding the status of your complaint, I urge you to contact our Patient and Family Liaison Service on 6152 4013 during business hours.

We sincerely apologise once again for your experience and hope we can investigate this matter further to ensure we are delivering an exceptional standard of care to all patients in the future.

Kind regards,

Luke Dix

A/Executive Director

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