"Delayed consultation times."

About: Healesville and Yarra Valley Health

(as the patient),

The wait time is extremely long, I've waited anywhere between 30 min and two hours to see my GP. The front staff can be very rude and don't make any effort to let you know if they're running behind. The GP's are being overbooked making them run really behind. If this continues I'll have to go elsewhere. Appointments are always being rescheduled and when new ones are made there is a chance it will also be rescheduled again. Even when you book in for an early AM appointment the GP's will be running behind. I think it's is very unprofessional!

Responses

Response from Jo Gatehouse, Director, Quality, Planning and Innovation (Acute Health and Consumer Participation and Patient Experience), Eastern Health

picture of Jo Gatehouse

Dear Heales,

Thank you for sharing your story on Patient Opinion about your experience at Healesville Hospital and Yarra Valley Health. I understand how frustrating it can be when waiting to see a GP and am sorry that your experience has seen you having to wait for such lengthy time periods.

Unfortunately, like many bulk bill clinics, there is a principle of not turning patients away who wish to see the GP. There are also patients who may need more urgent care when they arrive than initially expected. In recent weeks there has been a number of doctors taken sick unexpectedly that has impacted on patient appointments with patients needing to be rescheduled at short notice. I apologise for this.

It is very disappointing to hear that you have found are reception staff to be rude and that they do not keep you informed about wait times. I have shared your feedback with the manager of Community Health at Healesville Hospital and Yarra Valley Health and she will be following up with the reception staff regarding their customer service. She is also happy to speak with you in more detail about your concerns if you would like to contact her. You can do this via email: feedback@easternhealth.org.au

Once again, I apologise for the lengthy waiting times that you have experienced and that you have sometimes experienced our reception staff to be rude and unhelpful in keeping you informed of delays.


Kind Regards,

Jo Gatehouse

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