"Staff attitude and patient care"

About: Box Hill Hospital / Emergency Department

(as a relative),

The hospital was advised that we were coming. My father came directly off a plane from overseas and we bought him straight to the ED at Box Hill Hospital - it was a stressful situation. He had Non-Hodgkins Lymphoma. We waited many hours - I had to actually burst into tears before anyone took notice of us. I told the nurse that my father was in the middle of chemotherapy treatments and I was frightened that his current condition was life-threatening. She asked me if she should bring him a mask? I advised her that she was the nurse, not me. My father sat in a wheelchair in the waiting room area - slumped over - for hours... the mask sat in his hand.

We finally got admitted into the ED and then waited until midnight (after a 1pm arrival time) before my Dad got some treatment. The doctor in charge seemed inexperienced and she said she had to wait until midnight when another doctor could come in to show her how to drain my father's abdomen of the fluid build up he had.

In the ED my father said something to the nurse and I rolled my eyes because he was being a bit long-winded in his response (that's what daughters do) - the nurse told me to stop rolling my eyes at her! I couldn't believe her attitude towards me. I left the area and went and had a cry outside.

My father passed away - this would have happened anyway as the cancer took control. The ED department had no blame in his death - I just wish, looking back, that he had been treated quicker and that we, as a family had been treated with more respect.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear apriljd88

Thank you so much for taking the time to share feedback on your experience when attending the Emergency Department at Box Hill Hospital. I would like to apologise it was not a positive one. I would also like to pass on my condolences with regard to your father's passing.

These moments in life are often really difficult and I was saddened to hear you relay this experience at a time when your father's health was so poor.

Eastern Health have the values of Patients First, Kindness, Respect, Excellence, Agility and Humility and I would like to share your experience with the leaders of the Emergency Department so they can learn from this and to see what can be done differently.

Thanks you again and I wish you all the very best.

Kind regards

David

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