GEORGE NEWS - A concerned resident expressed shock at the "harrowing" experience of two patients who had to wait long for treatment at the George Hospital Emergency Centre (EC) while they seemed extremely ill.
"What went on there was pathetic. A man was lying on the floor vomiting and groaning, but he was not being assisted. Another one was in a wheelchair and he seemed very sick. His head was hanging back and his legs extended. He looked very weak. Everybody was sitting there helpless and discouraged."
The complainant, who wants to remain anonymous, visited the EC at about 23:00 on Wednesday evening, 28 September to sit with a friend. She said there was a mother with a sick child who had been waiting since 18:00. "How can this be happening? Such service is unacceptable."
In response to George Herald's query, Roche Butler, spokesperson for the Western Cape Health Department, said the emergency centre at George Hospital typically treats between 4 000 and 4 500 patients every month and is the only 24-hour public health facility in George.
"Every day we treat a diverse group of patients with a wide range of illnesses and injuries and understand that sitting in a busy waiting room can be unpleasant. All patients are triaged to ensure that those patients who need the most urgent care are seen first."
She said the hospital has investigated the details of the complaint, including reviewing the waiting room CCTV camera, evaluation of patients' clinical records and interviewing staff who were on duty that night. It was determined that the mentioned patients were attended to appropriately and received the necessary care.
Intoxicated
On CCTV footage it can be seen that the patient on the floor was given a wheelchair and a kidney bowl. Later the patient gets out of his wheelchair and lies on the floor, after which the security guard asks the patient to return to the wheelchair.
"Unfortunately, the patient, who was intoxicated, did not cooperate and respond to the security's attempts to get him back into the wheelchair. The patient had been given medication to treat his nausea shortly after his arrival at the emergency centre. He was awaiting a doctor's consultation at the time," said Butler.
The second patient referred to by the complainant was brought in via EMS, together with an escort who registered the patient at reception. "Shortly after the patient was triaged and taken back to the waiting area, the patient's escort noticed what appears to have been a seizure.
"He was then assisted by the security guard and his escort to the treatment area within 4 minutes.
"Unfortunately, we were not able to identify the specific sick minor the complainant is referring to. We can confirm that that evening there were a significant number of patients (12 in total) who were assessed to be in need of urgent care (red and orange triage priority). Unfortunately, this kept a number of clinical staff members engaged for an extended period of time and contributed to the overall waiting time for less urgent patients."
She said the hospital is continuously striving to improve services, waiting times and quality of care.
Queries or complaints can be directed to the quality assurance manager directly at GeorgeHospital.Feedback@westerncape.gov.za who will investigate all matters and provide appropriate feedback.
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