"My experience with the maternity services at Box Hill Hospital"

About: Box Hill Hospital / Maternity Service

(as the patient),

Throughout my appointments I felt that my concerns were dismissed by the staff including the admin staff, midwives and doctors.

As a first time mother I felt unsupported and that the staff were insensitive to my needs. I was unable to get answers to my questions regarding what was happening throughout the pregnancy, I had some minor complications and I was unable to get a response from staff about the situation.

I am aware that the staff are very busy and do a good job with the resources available but this did not alleviate any of my concerns.

At 40. 5 weeks I was still unaware of what the process was going to be and how things would turn out on the day.

I felt that the continuity of care was lacking as on several occasions I was seen by multiple staff who didn't appear to have had a handover of my situation.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Unhappy

Thank you for sharing your story on Patient Opinion. I am really sorry to read that we have fallen short on a number of fronts and in light of your feedback; I will take up these issues further with the senior clinical staff in the Maternity Services program.

We do understand just how important it is to have good and effective communication and based on what you describe, I can see that we do not appear to have acted in accordance with your own expectations. Your story is a reminder for all of us on the importance of timely and informed communication.

Once again, I am sorry that we have not provided you with what you needed most at a vulnerable time, but I hope that you can be reassured that I will follow-up these matters as a priority and provide you with a further update in this regard within the next few days.

Kind regards and thank you, Alan Lilly

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

picture of Alan Lilly

Dear Unhappy

Following on from my last post, I am writing to provide you a further posting. Yesterday, I received an update from Lisa Lynch, the Program Director who is responsible for the Maternity Services across Eastern Health. Lisa advised me that as a result of your feedback, and another story on Patient Opinion, that specific feedback has been given to staff and that a standing item of "communication" on all Maternity Service meeting agendas has now been introduced. This is to ensure that there is a focus on this issue as well as looking at opportunities to improve the processes too.

She also advised me that if you would like to, we could follow-up your specific experience to see how we could also review your story and learn to improve. If you would like to this, please contact Cheryl Oliver our Ambulatory Service Manager by email on Cheryl.Oliver@easternhealth.org.au We will respect your decision either way.

In the meantime, I hope that you can see that we are responding to the issues raised in your story and that we are keen to learn from your experience.

Thanks again and kind regards, Alan Lilly

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