"Waiting in Fasttrack ED"

About: Box Hill Hospital / Emergency Department

(as the patient),

After an outpatients review the surgeon wanted to see me in ER Fasttrack in four days. He said he would be in surgery that morning but in between cases he would scrub out and come to see me.

I came to Fasttack ER and let them know the situation, that my particular surgeon wanted to see me for a review.

They paged the ENT register - not my specific surgeon.

My surgeon kept on operating thinking I wasn't here yet. The register was busy and I was the bottom in a long line of people to review.

When my surgeon finally did see me - four hours later, he said no one had called him to let him know I was here to see him.

I don't think Fasttrack works that well then if the actual surgeon can't be called. I did - 2 hours into my wait - ask them about what was going on and did say that my surgeon (not the register) needed to see me.

Waste of time. I had plans and appointments for the rest of the day that I had to cancel.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Kirbyisgrwy

I would like to sincerely apologize for what has obviously been a break down in communication and the inconvenience caused to you on this occasion. Thanks you for taking the time for providing your feedback on Patient Opinion as through your feedback we are able to celebrate the great patient experiences but also learn from those not so great, as in your case.

I agree with you, that on your occasion, the fast track system didn't work and I will follow up with the managers in this area to support staff in seeking clarification when discussing care needs with patients and families.

I trust you are now well on the road to recovery Kirbyisgrwy and I thank you again for your invaluable feedback.

Kind regards

David

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

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