An emergency department (ED) is part of a hospital that provides 24-hour emergency care to patients who need urgent medical attention. Most public hospitals in Australia have an emergency department. Show
Only people with severe injury or illness should go to the ED. To find your closest emergency department, visit healthdirect’s online service finder. In an emergency situation, call triple zero (000) and ask for an ambulance. If you live very far from a hospital ED, you can call the Royal Flying Doctor Service on 1300 My RFDS (1300 69 7337), 24 hours a day. If you’re not sure what to do, call healthdirect on 1800 022 222 for advice, 24 hours a day (known as NURSE-ON-CALL in Victoria). What is an emergency department?EDs have highly trained doctors and other health professionals on site to deal with emergencies. They assess, treat, stabilise and start the health management of people who have come to the ED with a serious illness or injury. Some emergency departments specialise. For example, there are emergency department attached to children’s hospitals, some women’s hospitals and some eye or ear hospitals. Most EDs, however, accept all emergencies. When and why should you visit an ED?You should go to a hospital ED if you or your child are seriously ill or injured. People often take babies or children to public hospital EDs if they become ill suddenly. Many older people go there for urgent attention too. Most people go to EDs with conditions that include: A GP can often deal with minor emergencies such as sprains and strains, bites, stings, viruses, infections, eye injuries and ongoing illness or injury. A pharmacy can help with colds and flu, skin conditions, allergies, headaches, diarrhoea or constipation, or sleeping problems. In regional and rural areas of Australia, emergency care may be provided by different medical staff, such as GPs or rural doctors, nurses, health workers and paramedics. What happens first when you visit an ED?When you go to an ED, the first step is usually for an administrative staff member to get your name, address and Medicare number. This is important to make sure that you receive the treatment you need, and to avoid confusing your healthcare management with anybody else’s. This step is bypassed in an emergency. The triage nurseAll EDs use a system of triage (pronounced tree-arge), which is designed to ensure the people who need help most urgently are treated first. You will generally see a triage nurse after your name, address and Medicare number have been taken. The triage nurse will talk to you and might examine you, and will then place you in 1 of 5 categories:
You may be taken to a treatment room right away or asked to wait in a waiting room. The triage nurse might give you pain relief medication and they might order some initial tests. If your condition gets worse or changes, let the triage nurse know. You will probably be asked to avoid food and drink during this time. The ED doctorIn time, you will be seen by a doctor or specialist in a private area. They will talk to you and examine you to assess your condition and decide what treatment or medication is needed. The doctor may order blood tests, x-rays, scans or other tests. This step, too, can be bypassed in an emergency. In some cases, emergency departments use highly qualified nurses and specialist allied health teams instead of, or to support, doctors. You might be asked to see a social worker or other doctors or specialist nurses. The doctor might also recommend that you be:
What should you obtain before being discharged?Before you are discharged from hospital, ask for:
What is the cost of visiting an ED?Visits to public hospital EDs are free for Medicare card holders. You may be charged if you go to a private hospital emergency department. Alternatives to an EDIf you have a minor illness or injury that does not need emergency treatment, you can ask for an appointment with your GP during regular hours, or visit an after-hours medical centre. Other options include:
Every hospital with an emergency department aims to provide you with high quality care as efficiently as possible. In the emergency department, staff understand that being there is stressful and they take the best possible care of all of their patients. You will be treated as soon as possible, but someone who arrives in the emergency department after you may be seen before you if they need treatment more urgently. In general, the triage system has five levels:
Waiting for treatment in the emergency departmentAfter seeing the triage nurse, you may be asked to wait in the waiting room. How long you wait depends on how busy the department is at the time, and the number of patients whose conditions are more serious than yours. Sometimes the waiting area appears quiet, but this doesn’t mean the emergency department is quiet.The staff understand that waiting can be frustrating. They do their best to keep your wait to a minimum and make you comfortable. While you wait, if you feel your condition changes, let the triage nurse know.Avoid food and drinkIt is important that you don’t eat or drink before being seen. You may need tests or procedures that require you not to eat or drink beforehand. Speak to the triage nurse if you have any questions about this.Assessment and treatmentA staff member will call you into the department where they reassess your condition, ask some questions, examine you, and discuss your problem and any tests or treatments that might be required. Feel free to ask questions about your illness and your treatment at the time. If your problem can be treated in the department, the emergency staff will treat it. They may also suggest treatment at home or by your local doctor. If your problem is more serious or requires special care, you may be admitted into the hospital.Things to tell the emergency department staffThe emergency department staff may not be aware of your medical background, so they ask many questions. Sometimes, this needs to be done by more than one healthcare worker.To help the staff to assess and treat you, tell them about:
Admission to hospitalThe emergency staff will advise that you are to be admitted to hospital if they believe this is the best way to help you. As your admission is unplanned, it may take some time for a hospital bed to be ready. Sometimes, the emergency staff may need to transfer you to another hospital for your treatment. Until then, you are cared for in the emergency department.Visitors to the emergency departmentHaving family or friends with you can ease the stress, so family and friends are welcome. They should feel free to help with your care. However, for safety reasons, only one or two visitors are allowed in the department at one time. The emergency staff may ask your visitors to leave during some procedures. Your visitors should also respect the privacy of others.Code of behaviourA code of behaviour exists to ensure a safe and friendly environment for patients, visitors and staff. No acts of violence, swearing, threats or verbal abuse towards another patient, relative or staff member are allowed. An initial warning is given, but if the behaviour carries on, the staff, security or the police will ask the person to leave.Safeguard your valuablesIt is best to ask a friend or relative to look after your valuables while you are being treated in the emergency department. Despite efforts by hospital staff, theft remains an issue. The hospital will only take responsibility for items that have been formally receipted for safekeeping in the safe.Telephone issuesEnquiries about patients are welcome and can be made by phoning the hospital. One person should make the call and then inform other family members and friends. It is important to limit the number of calls because the department is busy and telephone calls take staff away from caring for patients. Mobile phones must be turned off before going into the treatment area, as they may interfere with hospital equipment.Going homeWhen you are discharged from the hospital, you are given advice about follow-up care. This may include:
Making a complaintIf you or your relatives have any issues regarding your treatment, ask the nurse or doctor looking after you. Balancing the needs of everyone in an emergency department is a complex and delicate task. Sometimes, patients feel their needs may not have been fully met. If you have had an unsatisfactory experience, write a letter to the nurse unit manager, or call to make an appointment to discuss your concerns.Where to get help
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