"Treatment during hand surgery"

To whom it may concern.

Recently I serrated my right index finger with a thick glass that broke whilst I was washing it.

Below was my experience from beginning to end.

•My GP referred me to Prince of Wales Hospital and spent five hours in emergency with x-rays , diagnosis, and dressing.

•I was advised to be at Sydney Hospital at 7am on a Saturday.  I was seen to by a delightful Doctor named Nathan. He advised that I would be advised operated on Sunday, nil by mouth after 6am and report to the emergency desk at 9.30am. Please be advised that at no time was I given any written information regarding removal of jewelry, taking a wallet with money and credit cards etc.

•I went to the Emergency counter and was served by and clerk who asked me “do you want to go Public or Private” . I was shocked and said this is a Public Hospital why would I want to go private? I recall their response was “that I would get the best surgeon and would be seen to today and the cost would be $500”. As this was my right hand and my index finger, I reluctantly agreed as it was a deep cut and needed immediate attention. As I was taking out my credit card and they told me that I would be billed directly, which I thought was rather strange. I was asked to sign all these papers quickly as there was a long queue!

•At around 10am, a triage nurse, came outside (as there were no seats available inside) to advise, as I recall, that “there would be no hand surgery prior to midday as eyes come before hands and there are no beds available either”.

•The same Triage reappeared at 11.30am and called out 4 name (one of which was mine and apologized to the fifth person waiting (who was with their parent) that, I recall them saying “ I only read out the names in order of preference and pointed “they (meaning me) is going private, so they gets preference”. My response was ”I do not appreciate my private information being made public”.

•We were escorted up to the rooms and my room had a rubber mattress, so they had to call for it to be replaced with a normal mattress and the bed made. It was now 12.30pm.

•I was told that my operation was scheduled at 2pm and it was freezing, so I went to sleep for 1 hour – still zero by mouth.

•At 2pm I was taken to the operating theatre, a staff member came over and I asked if they were the doctor and it was the Anesthetist. They advised me that my bangles had to be removed from by right arm. I replied “please give me some soap and water and I can remove 4 of them. The other 2 were put on my hand by my later grandmother when I was 18 and I have had 2 major operations, and they were just taped up." They disappeared and came back with another staff member, who did not introduce themself, pointed their finger at me and I recall they said, “if all the bangles are not removed, I suggest you go home and reflect and come back tomorrow" and walked away. When I asked who that was, they told me it was the surgeon. I requested some soap and water to get off the 4 bangles and instead they just ripped them off my hand and came with a pair of pliers and took off the other 2 bangles, put them in a plastic bag and deposited them on my lap.

•I was horrified at the treatment I received and just broke down in tears. A picture has been sent to the service directly.

•The Anesthetist could see I was extremely upset and said they would insert some to calm me down in the catheter.

•I was awake through the whole procedure and when the surgeon told me they wanted to follow up the following Friday, I did not even acknowledge them due to the way they spoke to me prior to the operation.

•I saw them on the Friday and the following 2 weeks as well.

•I cannot complain about the way the surgeon has operated on my finger. Upon reviewing their credentials, I believe I did get the best, however, I cannot forget the way they spoke to me without even introducing themself.

•After the surgery, I was taken back to my room and the most delightful nurse named Louisa there to give be a cup of coffee and a sandwich. She escorted down to my friend’s car and apologized for the bruising of my hand.

•Recently I contacted Bupa and found that they were charged and paid $645.15 and $339.00 = $984.15 for my visit to your hospital. I think this is so unfair, as I was eligible to be seen to as a public patient, but it is obvious to me that when the pressure is on the patient, they will do anything to give you the private option to save it being charged to Medicare. I believe they should be reimbursed.

•As I did not receive any written procedures on the Saturday prior to the operation on Sunday, I did not know what to expect, not even knowing this was a full-blown operation, who the doctor was and what the follow up would be.

This incident has left me totally disappointed and dismayed with the apparent lack of policies, procedures and ethics at your hospital