"A beautiful experience of patient centred care experienced at the Breast Screen Clinic Ringwood East."

About: Eastern Health Screening and Assessment Service Maroondah

(as the patient),

Recently I had my regular breast examination at Eastern Health's Breast Screen Clinic, Ringwood East. My results indicated further testing was required and I was notified by an email that detailed what was required, how, when, where and if I had any concerns I was able to ring a breast screen nurse. My heart sank when I read this email. I rang the breast screen nurse who was very caring to my concerns and explained how they rated each case. This conversation was important as it provided me with information that allowed me to have some hope it would be ok. From the time I arrived at my appointment I was treated with an enormous amount of care and compassion to my situation. I was explained what was to take place, risks involved and any questions I had were heard and answered again with compassion. I was taken into the room for the 3D mammogram and shown my original test pictures, explained exactly what they were looking at, who had viewed them to warrant my further testing and what the 3D machine did. After the pictures were taken both the radiographer and myself went through the pictures together, doing this I felt fully involved, something I cannot recall feeling or experiencing before. I then was informed I required an ultrasound, again the staff explained in detail what they were doing and why. I then waited a short time to see the specialist who gave the wonderful news the tissue was all healthy, again the way this was explained was easy for me to understand. I would truly like to thank all the staff involved in my care from the beginning to the end of my experience. It demonstrated how important it is to be fully informed and aware of your own health and care. The staff are examples of how to demonstrate one of the governments National Safety and Quality of Health Care standards - 2, partnering with consumers. I have no hesitation on recommending family, friends and work colleagues to this clinic. Thank you to all the staff involved in my care, I am deeply grateful and you truly deserve to be recognised. 

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Truly grateful

Thank you so very much for sharing your experience with us on Patient Opinion. I was filled with pride at the way the staff at Breastscreen clearly showed kindness and courtesy during what would have been a very difficult and stressful time.

On top of that, to receive a positive outcome was terrific and the way you described how the staff involved you throughout this episode truly are examples of fulfilling the 'Partnering with consumers' - part of the National Standards for Safety and Quality in Healthcare.

I will make sure the staff involved in this vital service receive your feedback as well.

Thank you again Truly grateful and kind regards

David

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