"Dismal appointment response"

About: Box Hill Hospital

(as a parent/guardian),

In August 2013 my disabled child was advised that their case was accepted and that the wait period would be in excess of 12 months. Well here we are 24 months later and again we get another letter advising that their case is accepted and the wait period is in excess of 24 months.

So do we have to wait 4 years for an appointment, this wait period is ridiculous.

When I rang the hospital I got some nonsensical advise that she could not help me and that she would pass on my message. Why can't I contact the area direct and get an appropriate answer.

For an organisation that is supposed to give great health care and be the premier health services provider I find this unacceptable.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear anzaceve

I am really sorry to read about your experience and understand your frustration with regard to long waiting times and not being able to get a direct response to your questions.

I am happy to follow-up this for you and ensure that you receive information on waiting times and also, alternative options for care and treatment if this is appropriate.

As I am sure you will understand, I cannot ascertain you or your child's details from this story but if you email me at alan.lilly@easternhealth.org.au I will personally ensure that your child's wait is reviewed and provide you with further information in this regard. Again, I am really sorry that you feel that we have not been responsive but please be reassured that I want to correct this for you as much as I possibly can.

kind regards, Alan Lilly

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Response from Alan Lilly, Chief Executive, Eastern Health We have made a change

picture of Alan Lilly

Dear anzaceve

Thanks again for your email to enable us to address your concerns directly. I was so pleased to be advised today that you now have an appointment for your son in two weeks' time after what has been a lengthy and confusing process. Once again, I am sorry that you have experienced our health service in this way but pleased that through listening to your story, we have been able to improve the timeliness of our care to you and your son. Kind regards, Alan Lilly

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