"Terrible treatment at Box Hill Hospital"

About: Box Hill Hospital / Emergency Department

(as the patient),

Doctor in emergency intimidated me by telling me I had to comply with whatever treatment he decided or he would have security guards surround me to force treatment on me which was very illegal. I walked out and will never go there again.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

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Dear JA

Thank you very much for sharing your experience with us. I am really very sorry that our staff have left you feeling intimidated and that you do not feel comfortable coming to our Emergency Department again. That is disappointing indeed and I will pass on your feedback to our Director of Box Hill Emergency Department and ask him to discuss this with our staff at their next meeting so that we can prevent a recurrence.

In the meantime, if you feel that there is anything we can do to help, please do feel free to email me at alan.lilly@easternhealth.org.au and I will be sure to arrange a review and provide you with further information.

Once again, please accept my apologies on behalf of Box Hill Hospital for leaving you feeling this way.

Kind regards, Alan Lilly

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Response from Alan Lilly, Chief Executive, Eastern Health We are preparing to make a change

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Dear JA

thanks again for our chat yesterday. I appreciate you taking the time to discuss with me in more detail. As we discussed JA, when you are able to, I would be happy to arrange a follow-up visit to the Emergency Department at Box Hill.

Take care and kind regards, Alan Lilly

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Update posted by JA (the patient)

Following on from my previous posting, I have been diagnosed with Post Traumatic Stress Disorder because I have ongoing nightmares about how the doctor spoke to me and only get 4 hours sleep a night. I feel no one in authority that I have been in contact with cares about how this has affected my life or any expenses I incur trying to rectify this problem. I feel the complaint system is a joke and a waste of time.

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health

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Dear JA,

I am Acting Chief Executive at Eastern Health whilst Alan is on leave and I just wanted to follow up in his absence to your latest post on Patient Opinion.

I am sorry that you feel your complaint has not been resolved to your satisfaction and I know that Alan will also be sorry. I know that Alan has offered to arrange a follow up visit to the Emergency Department when you feel able and I would like to reiterate that the offer is still there for you to contact us directly when you are ready.

In the meantime please take care and we look forward to speaking with you soon.

Kind regards,

Gayle Smith

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Update posted by JA (the patient)

I don't see how a visit to emergency can help me.

What upsets me the most with the handling of my complaint is the fact that when one reason for my treatment was proved to be wrong then it was stated that my family were consulted and agreed to my treatment and hospitalisation which they have written and said they were not asked nor did they consent to any treatment but that is met with that the doctor has recorded that the family were consulted thereby calling my family liars.

The fact that I was confused is recorded but when it came to explaining my medication it was me who stated why I was taking it as my family didn't know what medication I was taking.

As my condition was not life threatening any forced treatment was illegal and this is overlooked as is the fact how much my life has been ruined by this day because the ongoing nightmares of the doctor threatening me with security guards (illegal) means I only get 4 hours sleep a night.

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health

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Dear JA,

Thank you for your response. I am very sorry that we have not resolved your complaint to your satisfaction. I know that we have offered an opportunity to discuss your issues with the Emergency Department staff and I would like to reiterate that the offer is still there for you to contact us directly if you would like to do that.

Take care and kind regards,

Gayle Smith

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