"Upsetting emergency experience"

About: Maroondah Hospital

(as the patient),

Went to Maroondah Hospital recently with a condition called Pilondal Sinus, so when asked to take a seat was a bit bemused by this. Three and a half hours of waiting, standing in agony; three and a half hours of watching patient after patient come and go before me. So I decide to go to the desk to ask for more stronger pain killers. Ten minutes of waiting at the window without one person answering me. So I decide they must be too busy, so I go and stand in the waiting area again - only to witness what I believe was a boisterous patient come up saying, "Excuse me, excuse me" and get answered straight away.

I thought patiently waiting was respectful to busy receptionists, but obviously the squeaky wheel gets the grease. I decide at this point I'm too physically weak to stand any longer and decide to go home. I'm now whacked with a $10 parking fee for my trouble and when I get to work next, am going to be asked for a medical certificate I did not get.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear fozza

Thank you very much for taking the time to share your feedback regarding your experience in the Emergency Department at Maroondah Hospital.

I would like to apologise that your experience was not a positive one given that you didn't get resolution for the reason you attended and when you wanted to seek further support while waiting that you were not attended to.

I understand you have also recently made contact with the Eastern Health Centre for Patient Experience. We will make sure the items you have raised are provided to the leadership team in the Emergency Department so they can use your experience to see what could be improved.

I trust you have been able to access care for your condition and have a plan to move forward with. If we can assist here, please let us know.

Kind regards

David

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