Dangerous incompetence at Real'care' health clinic

[count_belisarius]

Yesterday I was shocked and appalled to such extremes by a medical practice that I today find myself converting from a forum lurker to an active contributor. Having recently undergone an intensive operation, I found the pain relief of panadein to be very inadequate in keeping the pain under control. I was also worried about possible post-op infections. So I thought a trip to a local GP was in order to ensure I was healthy and make the pain bearable.

Calling Realcare health clinic in South Melbourne, I arranged an appointment three hours ahead of time. Upon arriving, I found there was quite a wait, however this is to be expected when seeing the doctor and it didn't unduly worry me. I made myself as comfortable as I could, distracting myself from the intense post-op pain with a magazine.

Unusually, before going in to see the doc the secretary made us go into another room with her to explain our ailment. Little did I know this was her way of getting rid of excess patients, shirking their responsibility by turning away genuinely unwell people. I went in and she began speaking with me. I told her of the intense pain I was experience after my tonsillectomy. She didn't even request to look at my throat. She was actually posing as a doctor when she was only a secretary, but taking each person aside individually and not informing them she wasn't a doctor - it was easy to believe otherwise. She began dispensing medical advice as though she were qualified.

She told me they could not look at my throat, and I should walk the 2 km to the next hospital and check myself into the emergency department. This was inane, any local GP should be qualified to check a throat for signs of post-op infection. When I said my pain was extreme and told her the panadein was ineffective, she advised I go to the supermarket and buy panadol! She basically recommended an extremely weak pain reliever when a much stronger one had failed. I could have demanded to see the real GP, but she failed to explain she was not a GP and through her behaviour led me to believe she was. Only later upon an internet search did I discover she is only the practice secretary. Finding her slow of comprehension and throwing every obstacle she could at me, while also dispensing dangerously inept medical advice she was not qualified to provide, I was in too much pain to argue and made my way to another GP.

The contrast was profound, they asked me about my problems, examined my throat, asked what meds I was taking, and provided testing for infection and effective pain relief. The contrast between dangerous incompetence and attentive professionalism was so stark.

So I wish to inform others here that Realcare (ironic name) health clinic in south Melbourne operates along almost criminal lines of professional misconduct and neglect of their duty of care. If I can help point just one unwell person away from their dangerous malpractice, it's worth the time and effort of making this post.

[julslovesjesus]

If what you say is true (and no flames, I'm not saying it isn't, just a figure of speech) then this lady and the whole medical practice has broken the law and should be reported to the AMA/Dept of Health/Medicare etc urgently. If a secretary is dispensing medical advice without the necessary qualifications, and furthermore without informing you she is not a medical practitioner or registered nurse, she and in fact the entire practice can be prosecuted to the fullest extent of the law. During, before or after your "consultation" with her, were you required to sign a medicare form or other such billing paperwork? or were you simply dismissed prior to seeing the doctor because they were too busy? If you have signed a medicare form, or similar, you need to contact Medicare and complain asap.
If this lady is giving patients the impression she is a medical practitioner, you really do need to pursue this further - there's a reason Doctors do so many years study - it's because they need the knowledge!
Please keep us informed.

[count_belisarius]

Hi Jules,

thanks for your reply, it is encouraging to be taken seriously and be given some advice. I am convinced that the entire episode was highly unethical. So while I could be put off by the potentially long and difficult journey of making a formal complaint, I've decided to go the whole nine yards and give whatever it takes to put things right. Next time it might just be someone with a dangerously threatening condition who is dismissed without care, and that must be prevented.

Having contacted the AMA, I got hold of the contact details for the Medical Board (AMC) and have formally requested instructions for complaint procedures. I shall keep you ladies and gents updates as the issue progresses.

[julslovesjesus]

you're welcome count - I agree with your concern regarding a patient with a serious issue being at risk through this. That's why it must be reported.
Keep us informed with how you go.
The reason I asked about the medicare slip is because if you signed one, that will get action really quickly. The AMA is a much slower route normally.
good luck!

[MadMindi]

Gday Count

Your story is appalling. You may like to consider contacting the Health Services Ombudsman. I think that is the correct name. Just copy the post you left above, print it off and post it in.

I am sure they will take action.

[Concerned]

As you may be aware, there is a chronic shortage of medical practitioners in this country.

Notwithstanding your discomfort, a sore throat is not usually life threatening.

Move on.... your formal complaints will only place further strain on valuable health resources.

[h2o]

Do you encourage your secretary to examine patients and make diagnoses at your practice Concerned?

Hopefully not.

[ABCD]

I wonder if the "secretary" you refer to was in fact an experienced practice nurse? I dont know the medical centre you refer to but have seen registered nurses in emergency departments performing "triage" of patients in a room adjacent to the waiting room - literally sorting out who needs to be seen more quickly, which cases can wait AND which cases might need only some advice and do not need to see the doctor.

[julslovesjesus]

The lady in question could well have been a practice nurse - however, if she did not clearly identify herself as such, the issue remains the same. Medical staff are required to clearly identify themselves to patients. If she was not wearing a uniform, then this becomes especially important. The fact remains that the OP is left with the belief that he was assessed by an untrained person after attending a medical practice for medical treatment. Either way, the practice needs to review its policies.

[temp-onbb65]

The nurses at Bankstown Hospital are the worse. I don't mean to sound racist but they are all imports. They all got their degree in another country and who knows how hard it was to get it in their country. The nurse I had kept watching me go the toilet and kept patting my buttocks after I finished. He was like a pedophile. When I reported this the other nurses told me I was delusional and I also reported this to the person in charge of all the nurses, and she called me crazy. The management style at this hospital I believe is the Behavioural Management and this leads to poor performance. They should use the Classical Scientific Style as it would lead to more proficient work.

[bc53]

How old are you, male or female? I mean the nurse was patting you on the bottom? what for? why didn't you just shut the toilet door and told the nurse not to touch you? I don't get it. You have the name of the nurse, you should take it further.

[temp-onbb65]

I'm male and 16 years old. I confronted him about it and he denied it ever happening. I told other nurses about what happened but they said he wouldn't have done that. In the end it's my word against his word and they will always beleive his word. "sigh".

[temp-onbb65]

The nurse told me that I was not allowed to close the door. I also emailed the person in charge of all the nurses but got no reply. I hate how so many systems in Australia are corrupted.

Sorry about the double post but I didn't know how to edit my old post. I needed to add some more information.

[bc53]

I don't think that complaining to the person in charge of nurses will do the trick, if what you say is true then you must make a formal complaint to police, there must be others who were treated like you, where are they?

[temp-onbb65]

The thing is its just my word against his word. and who are they gonna believe, not me for sure. Also, whenever I was walking around he kept bumping into me and coming into contact with my buttocks. After it kept happening I knew it was on purpose. I asked if I could get a different nurse and the reply was no because then I have to pay the other nurse more money.