"Pleasant and unpleasant experience of an overseas patient presently admitted at Box Hill Hospital"

About: Box Hill Hospital

(as a staff member posting for a carer/relative),

It is with regret that I am writing this and not without deep thought and contemplation because being in the industry myself, I completely understand the nature and enormous amount of work that nurses do. Much as I'd like to give excuses to the minor details and basic nursing care and attention that I feel is lacking, this stressful time is made worse by my parent getting transferred to a shared room with a confused patient and for the last 2 nights, has no proper rest and sleep considering that my parent is awaiting surgical intervention.

Another concern is the fact that being in a hospital for over a week, in a foreign land and with barriers to communication, my parents find strength in each other having been together for so long. For the first few days, all went well but recently whilst I was downstairs to accompany my parent in OT, I came back to find that my parent has been moved without anybody telling me considering that I was there and had been waiting. This meant that my other parent had to go home and be brought back again everyday because unfortunately it hasn't got provision for my parent to stay. I have raised this matter with the NUM who was very accommodating but I guess, there are always things beyond one's control and I try to understand the situation.

Being a strong advocate and ensuring that my patient and relatives are well taken care of, I felt that my experience and their experience is nowhere near the care that I am giving my patient, and I am deeply hurt for them because I am very proud of the hospital, of the staff, of the boss who will always go out of their way to make anybody's hospital stay as pleasant and as rewarding as possible.

However, thank you to the wonderful ED staff-doctors, nurses and clerks, PSA's who made us feel welcome throughout our stay there.

Likewise, to Maria from Cashier who has been extremely helpful and accessible at times when uncertainty RE insurance coverage and expenses were raised.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear R

Thank you for sharing your story on Patient Opinion. Like you, I feel disappointed and sad too in reading about your family's experience with Eastern Health. As you would know, we aim to do so much better than this. I am so sorry that we have let you and your family down on this occasion.

Based on your story, I believe we have not been good in keeping you and your family up to date on what's happening and as we all know, that's not good enough and we do need to do better.

However, I note your thanks and praise for many of our staff and also Maria and I will be sure to pass on your feedback on to them. I know just how much this will be appreciated. With regard to your parent's care, if you would like us to address this more directly and provide some further details to me (email: alan.lilly@easternhealth.org.au), I will happily follow this up with the manager and the ward concerned.

In the meantime, I am sorry that things have not gone so well R but I do hope that things have improved - and if not, again, please do let me know.

Kind regards, Alan Lilly.

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