It is not every day you meet a woman with no ears and half a nose. Lucy Henry is not an average patient in the Emergency Department [ED], with her prominent scars from self-inflicted burns. She is one of the forty thousand patients that present at the Royal Hobart Hospital emergency department each year. This 35-year-old blonde is confident and comfortable in herself, despite the life-altering events of the past 13 years. As she relaxes on her sofa, with devoted dalmatian Lottie nearby, she speaks frankly about her experiences as a self-confessed “frequent flyer” in the emergency department.