"Better management of waiting times needed"

About: Maroondah Hospital

(as a carer),

My parent is a patient of Maroondah and my friend was a patient at another Eastern Health site.

I am disgusted with the amount of patients that seem to be pushed through the outpatient department at Maroondah, I sometimes have 2 to 3 hours waits for my parent's appointments.

Also the staff I have come across seem pushed to the limit in very poor working conditions. I feel that management need to do something about the staff. It is a health centre and it seems to me that they are not looking after their own.

Also we need a phone service that has the time to spend helping callers.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear POJUL09

Many thanks for sharing your story on Patient Opinion. I am really sorry to read about your experience with our Outpatient Department Services and that you have experienced long waiting times at our clinics too.

We are actually in the process of implementing a number of changes across Eastern Health to increase access to Outpatient appointments and to reduce waiting times at our clinics and this is work which is very much "in progress". Based on your story, it also appears that our huge number of patient referrals to be seen by our specialists is also placing our departments under pressure.

I will follow-up with the local Program Director to get some more information on progress which has and is being made. In the meantime, I am sorry that we seem to have fallen short on your expectations but you can be reassured that I have taken your feedback seriously, will follow-up and I will get back to you with a further posting.

kind regards, Alan Lilly

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

picture of Alan Lilly

Dear POJUL09

By way of an update, I thought I'd let you know that Kate Whyman (Program Director) has been in touch and confirmed that there is a great deal of improvement planned and already under way at Maroondah Hospital's Outpatient Clinic. Whilst I know that doesn't help you directly, it is pleasing to see see that the improvements are aimed at streamlining the clinic processes and improving our communication with patients. We are also looking at better design for the work areas.

With more than 200 patients every day in the clinics, we do need to do things better and we are looking at self check-in on arrival and looking at better use of technology too.

As you can see, we are committed to improving the Outpatient Clinics and I hope you are comforted that your feedback is indeed part of making a difference for the future.

Kind regards and thanks again for sharing your story.

Alan Lilly

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