"Surgery admission nurse"

About: Box Hill Hospital

(as a relative),

My spouse was hurt recently, they were on the surgery waiting list and settled in the surgical admission.

The first day was great because the nurse was very nice to look after us even my child who was upset about their parent staying in the hospital. She tried her best to make them happy!

The surgery was on the second day. I felt afraid because I don't have much experience in hospital. I tried to make myself a coffee to settle down. A nurse followed me into the kitchen and was very rude, yelling me why was I in the kitchen and why I was using the staff kitchen. I'm pretty sure I was told I can make myself a cup of drink and I brought a fork and a cup from kitchen. I saw a few people use the staff kitchen in the afternoon. Why not me? No one told me drinks are not provided to visitors in any other hospital! They told me they are permanent staff and they know more than other staff, but why didn't they know how to set up the machine and didn't know why it made noise?

But I'm still thankful they made me a coffee even though they looked very angry to share this with me. Thank you!

After the surgery I only stayed with my spouse for about 5 minutes and was told I must leave in 5 minutes time! I felt very upset with the nurse saying that to me because I feel they only care about the rule but not the family's feelings! I'm not going to stay overnight but my spouse was just came out and wasn't totally awake. It's not my fault the surgery was late. I just wanted to make sure my spouse was ok. The first nurse doesn't care about families feelings at all. I know you can look after patients very well but please looking after families 'as well! I will thank again to the nice nurse who allowed me to stay even just 5 minutes more! I feel warmth from this nurse and trust them!

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear LaaaaaF

Thank you for sharing your story on Patient Opinion. I was sorry to read about your very mixed experience with Eastern Health and that we made you feel so bad when using our kitchen facility in the ward but pleased also to read that our staff did make you a drink to help relax you afterwards.

It seems that we didn't get things quite right for you and I am sorry about the confusion about the use of the kitchen but even more so, that you felt the staff were not caring in their approach. Leaving you feeling like that is not in keeping with our values and I am just so sorry that we left you feeling like this at a time when you really needed our support and understanding even more.

I will use this feedback when I next talk to staff about communication with staff and I will also inform the management team at Box Hill Hospital of your feedback.

In the meantime, I hope that your spouse is going okay and recovering well from the operation. Once again, please accept my apologies for experiencing our Eastern Health services in this way.

Kind regards, Alan Lilly.

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