"Suggestions"

About: Box Hill Hospital / General surgery

(as a carer),

My husband presented to ED and was later transferred to short stay for a day and then went in for emergency surgery a day later. Overall it was a good experience of care, however there are a few things that could further enhance the consumer and carer experience. Below are some suggestions:

1. When you tell a carer that you will call them to tell them what the doctor and surgeons found, follow through with your promise.

2. Communicate to consumers the approximate timeframe of their doctor / surgeon visit so that their carers can aim to be there.

3. When doctors and surgeons visit make it a standard procedure for them to ask consumers and carers if they have any questions. This is especially important given that the nurses typically indicate that you will need to ask the doctor or suegeon.

4. Place a marker next to the patient board so that consumers and carers can list the questions they have. Without a marker you miss the opportunity to meaningfully use it as a tool for engaging consumers and carers.

Responses

Response from David Plunkett, Chief Executive, Eastern Health We are preparing to make a change

picture of David Plunkett

Dear Carers

Thank you so very much for taking the time to share feedback on your good experience and also the very helpful suggestions for how we can improve things.

Your four suggestions are very helpful and reinforce the feedback we have received from other patients and families. I'm sorry we have not implemented changes in a timeframe so that you and your husband could experience them.

I will share your experience with the leaders within the Emergency Department / Short Stay Unit and also the surgical wards so they can look at making these improvements sooner than later.

I trust your husband is recovering well and thank you again for your very balanced post.

Kind regards

David

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Response from David Plunkett, Chief Executive, Eastern Health We have made a change

picture of David Plunkett

Dear Carers

Thank you again for sharing your experience. I thought I would let you know of a small change we have made.

I'm pleased to let you know we have made sure markers are available at all of the patient boards in the Short Stay Unit at Box Hill Hospital. I hope these will now be another avenue for patients and families to ask questions and be involved in their care.

The important points you have raised regarding communication have been used as learning opportunities with staff. As you rightly say, following through on what we said we would do is imperative.

I trust your husband is back to full health!

Kind regards and many thanks

David

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Updates, changes and questions related to this story

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