"Unprofessional conduct of a senior doctor"

About: Box Hill Hospital

(as the patient),

I was treated by a senior doctor with rudeness, disrespect and lack of care during a painful procedure for which I was denied the promised sedation. I was extremely distressed by this and on return to the ward it was found my BP was very high. I could not stop crying and was unable to speak. I felt as though I had been assaulted.

I wrote about this in an email to Eastern Health directly within a week and received no reply. I emailed them again a week later asking directly for feedback and that they contact me for follow up but 3 weeks later have still heard nothing.


Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear May

Thank you for providing your feedback on your experience at Eastern Health. Firstly, I would like you to know that I am most alarmed in reading your feedback about how you describe being treated by one of our medical staff. I understand that this would have been most distressing indeed. Your experience is not in keeping with our expectations of staff. I would like to follow-up on this as a matter of urgency and ask that you provide me with some details so that I can do that quickly for you and arrange for one of our staff to talk to you about this in more detail. I am so very sorry that we have left you feeling like this and I really do hope that I can address this quickly for you. I would encourage you to email me directly at alan.lilly@easternhealth.org.au and to provide me with your name and your date of admission or discharge.

I am sorry also to read that you have emailed us and not received a response. I have checked our feedback system (which is working fully) and cannot locate any email which fits this description. I would be grateful if you would re-forward that original email so that I can see if we have a system problem that needs to be rectified.

Notwithstanding your experience, I do hope that you can see that we really do want to respond to the issues you have raised and take the opportunity to provide you with further information. I hope to hear from you soon and in any event, I will fully respect your decision. Again, I am sorry for the distress that we have caused you.

Kind regards, Alan Lilly

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by May (the patient)


I will email you as requested.

It is interesting that I received a response only after I posted publicly.


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