"Outpatient Appointment Time"

About: Box Hill Hospital

(as a parent/guardian),

Just spent a large part of the morning trying to find out what time and where my wife had her outpatient appointment today but had no luck getting through to outpatients.

I rang the Box Hill Hospital Outpatients direct line and ended up in a queue of 12 callers and after waiting 45 minutes, I got through only to have the phone dial out.

I rang again and was placed in a queue of 13 callers and decided that it wasn't worth holding if the phone was going to ring and dial out. How long was it going to take this time?

I'm very frustrated about this result as my wife is a cardiac patient and has some stitches that needed removing.

I tried ringing the Box Hill Hospital main number to see if they'd be able to help, but this number just dialed out too.

I am one very annoyed and frustrated person who was trying to use the Box Hill Hospital Outpatient system that is completely unsatisfactory.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear outpatient appointment

Thank you so much for providing your feedback on Patient Opinion and I sincerely apologise that you have not been able to speak with someone in Specialist Clinics (outpatients). I completely understand how frustrating this is. Please be assured we have a significant number of improvement work currently underway to improve the patient experience.

These improvements have been as a result of feedback such as yours.

I would be very happy to find out what is booked for your wife. If you would like to email me privately at David.plunkett@easternhealth.org.au and I will follow up for you.

Many thanks and please accept my apologies for your poor experience so far. I hope to hear from you shortly.

Kind regards

David

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