"All in all, a very positive experience at Box Hill Hospital"

About: Box Hill Hospital

(as the patient),

I was admitted to Box Hill Hospital a couple of weeks ago for an adult Tonsillectomy. Having been informed by the bookings nurse and doctors regarding how painful this procedure is for adults, I was extremely anxious regarding my surgery.

The only negative I will put forward was the check-in process at Surgical Admissions. I was the second patient to arrive at Surgical Admissions, and was one of the last patients to be consulted / admitted. After asking the clerk / admissions nurse I was told that patients are seen in order of surgery not arrival - which makes sense and is understandable, but I was anxious that I had been forgotten as there was no communication.

Once I had been brought around for consultation, I was seen by the ENT doctors who were fantastic. I was then seen by the admissions nurse who was fantastic.

After being admitted onto the SA ward, the anesthetics doctor (junior) came and spoke to me about what to expect - and he was fantastic. I was anesthetised by Dr Clive who was extremely efficient and good at his job. I have difficult veins, and the junior doctor struggled, but Dr Rachbuch showed his experience and accessed a temporary vein to put me under and then accessed a larger vein once I was under.

When I woke up I was taken to a room in Surgical Admissions. Because I was staying overnight, I was allowed in a single room. It would be nice if SA had TV's that you can pay to use like every other ward.

Every nurse I encountered in my stay was fantastic, but nurse Naomi was above and beyond. She was getting me cups of ice chips every 30 minutes, and was so reassuring when I had a vomiting episode.

All in all, a very positive experience.


Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health We are preparing to make a change

picture of Gayle Smith

Dear PONOV08,

Thank you for taking the time to tell your story on Patient Opinion. The staff are always extremely grateful to know where they have done well and also to hear about opportunities for improvement. I am pleased that overall your experience was a positive one and I will pass this on to the staff with a special mention for Naomi. Thank you also for your suggestions for improvement. I will make sure we follow up on the communication in the Surgical Admissions process and also inquire about the televisions in Surgical Admissions.

Thanks again, and I hope you have made a full recovery from what I know can be a painful procedure.

Kind regards,

Gayle Smith

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Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health

picture of Gayle Smith

Dear PONOV08,

I just wanted to provide an update in regard to the two improvements that you suggested to us.

Firstly, in relation to the Admission process for surgery, we are currently trialing a change to the admission time to reduce waiting prior to surgery. This trial is happening at one of our other hospitals and if it proves successful we will introduce it at all hospitals where we provide surgery.

In regard to the overnight accommodation, we are aware that the Surgical Admissions ward is not well equipped for patients who are staying overnight. It was designed for day only care. We are currently investigating other options and will certainly take into account your suggestion about making sure there are televisions available for patients as I know that it helps to pass the hours more quickly.

Thanks again for your feedback.

Kind regards

Gayle Smith

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Update posted by PONOV08 (the patient)

Hi Gayle,

Thank you for taking the time to respond. It's great to know that the hospital is listening to suggestions.


Response from David Plunkett, Chief Executive, Eastern Health We have made a change

picture of David Plunkett

Dear PONOV08

Please accept my apologies in the timeframe to provide an update based on your feedback and experience.

As Gayle Smith mentioned in her post, we successfully trialed different admission times and these are now standard across all sites. We have also changed the location that patients stay overnight and the feedback received has been very positive.

Thank you again PONOV08 and my sincerest apologies for the delayed update.

Kind regards


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