"Waiting"

About: Box Hill Hospital

(as the patient),

Whilst the care provided was fantastic in a what seems to be over booked under resourced clinic. It is disappointing to see in a brand new hospital there is not enough space for patients and a carer to sit and wait. At fracture clinic today people with lower limb injuries and elderly with walking frames were standing waiting as there were not enough chairs. People in wheel chairs have limited places to wait and were double parked across the front of seats. This blocked access for patients with frames, crutches and mothers with prams. Surely the design of the seating could be better to make room for wheel chairs. Packed in like sardines - it's obvious why people get impatient and cranky when they have to sit and wait in a stuffy crowded room with next to no personal space. One poor mother had to ask 2 whole rows of people waiting to pull their feet in or stand as their knees still blocked the way to let her past.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Squashed

Many thanks for providing your feedback on Patient Opinion regarding the amenities in the Specialist Clinics area. I apologize this was your experience and also that of the other people attending the clinic today.

I was made aware of the space issues in discussion with one of the surgeons and have committed to review the current arrangements to see what else can be done here. I recognize it is less than ideal.

This is a very busy clinic, and hence why we need to review all we can to alleviate the issue, through the redevelopment, we gained two additional floors of clinics, which has greatly reduced the pressure on this space and made the experience for both staff and patients a more positive one.

Thank you again for your feedback and please be assured, I am taking it very seriously. I hope to be back in contact soon with the changes we are able to make.

Many thanks again Squashed

Kind regards

David

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Response from David Plunkett, Chief Executive, Eastern Health We are preparing to make a change

picture of David Plunkett

Dear Squashed

I wanted to provide you with a further update re the improvements we are looking to make over the coming period to enhance the patient experience when attending specialist clinic appointments.

These include:

- Additional seating to be provided to patients and families at peak times so the area is not as crowded

- Looking to implement a new communication and 'check in' system that will allow patients and families to utilize other facilities in the building when waiting for their clinic appointment.

There are other initiatives that we are also exploring at present, but thought these two provided specific details based on your experience.

Thank you again so much for your feedback and I hope, through using your experience, we are able to improve the experience of all patients and families.

Kind regards

David

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