"Communication of service access"

About: Box Hill Hospital / Clinical oncology (previously radiotherapy)

(as a friend),

I have just heard of a friend's experience. They have been attending chemotherapy for some time now at Box Hill only to discover they could have been attending another service much closer to home. It is disappointing when someone learns of this other option which would have been more favourable. I am not saying you haven’t provided good treatment but what could be improved is person-centred care. People are most vulnerable post diagnosis and often develop relationships with the people providing treatment. It would be a more favourable experience for all patients to have all treatment in the one place because of this. When they learn of other location options, much closer to home, during a conversation about how their treatment needs to be increased and they have been told they only have a short time to live, it is disappointing, to say the least. Can I suggest that during admission you identify where the person lives and have conversations about where this treatment could be provided and don’t assume someone else has already had this conversation? At least they can have the choice and control of this decision in their treatment right from the beginning, i.e. what suits them!  

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Sadly disappointed,

Thank you for taking the time to provide your feedback and your friend's experience. I would like to apologise this information either wasn't provided or the need for their treatment to be at Box Hill Hospital not explained well enough. I take your point regarding people assuming someone else will have this discussion.

Through the Eastern Health Foundation and thanks to the wonderful generosity of donors, we are working on improving this aspect of care and service and therefore provide greater support to people receiving cancer treatment. These funds raised will be used to employ a 'patient coordinator' role, so hope this will make a real difference.

I would also like to thank you for your comments regarding the clinical treatment your friend received. Whilst we have areas to improve your balanced approach is appreciated. If you or your friend would like to contact me privately to see if an alternate location is possible, please do so at david.plunkett@easternhealth.org.au.

Many thanks again Sadly disappointed for highlighting an area we could improve - I truly welcome your comments, feedback and suggestions and will be asking the oncology team to consider what can be improved as a result of your feedback.

Kind regards

David

  • Sadly disappointed thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too
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