"Feeling Scared"

About: Healesville and Yarra Valley Health

(as a relative),

Last week I took my parent to see the doctor at Healesville Hospital and Yarra Valley Health and it was a terrifying experience. A patient in the waiting room started screaming at the reception staff calling them dreadful names swearing and intimidating other patients and staff members. There wasn't any security on site just the female receptionists and they were also very scared, the police were called and I believe the patient was arrested. It was a terrifying experience for staff and patients we attend Healesville for other services because there isn't any security in Yarra Junction and being a needle syringe program without any security we always felt it was safer at Healesville but we were wrong. Eastern Health need to do more to protect patients and staff, it was a dreadful experience.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear timely appointments needed

Thank you for taking the time to provide your feedback regarding your experience on Patient Opinion. I'm sorry you experienced the type of behavior from a member of the community as you and the staff did.

Eastern Health is committed to providing a safe environment for staff, patients and visitors however there are times when behavior such as you witnessed is unpredictable and unexpected. From what you have said the staff did the right thing in calling the police and I thank them for their continued support.

As part of an Eastern Health Occupational Violence and Aggression Taskforce that I am personally leading, over the past two months we have provided purpose designed training for Eastern Health staff, such as those working in reception areas, to feel better equipped to support distressed families and visitors. This training will be offered to all staff over the coming months as the feedback from participants is that this training has not only supported them to do their job more confidently, but also in their interactions outside of work.

As a result of your feedback timely appointments needed, I will follow up with the managers at Healesville Hospital and Yarra Valley Health that post event support has been offered.

Kind regards

David

  • timely appointments needed doesn't think this response is helpful
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