"3 month wait to get the results of surgery"

About: Box Hill Hospital

(as the patient),

Appalling service regarding colonoscopy and gastroscopy surgery follow up.

Surgery conducted a number of weeks ago. Just received a letter informing me that I will receive my results at an appointment scheduled for the end of the year!

3 months to get the results of surgery? Are they kidding? I feel like it's too bad if I get worse in the meantime right?

I'm absolutely disgusted with the service and level of care I have received.

I tried to obtain the results from my GP, however Box Hill Hospital only managed to fax 1 page of the 3 page report! When trying to call the outpatients department on numerous occasions I am at least "16th in the queue"- that's over one hour wait each time, while the on hold voice over repeats that Eastern Health is "the winner of the Premier's Award for excellence in health care". Sickening. Literally.

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Responses

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health We are preparing to make a change

picture of Gayle Smith

Dear PONOV06,

I am very sorry to hear of your experience with the follow up for your surgery outcomes. I agree that 3 months is too long to wait and I am sorry that we have not communicated the full report to your GP.

I would be very happy to arrange for this to be addressed if you would like me to do that. Please contact me via email gayle.smith@easternhealth.org.au or call on (03) 98953259.

With regards,

Gayle Smith

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Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health We are preparing to make a change

picture of Gayle Smith

Dear PONOV06,

Thank you for contacting us directly and I understand that there has been follow up in regard to your appointment and your report.

I also wanted to provide an update of the system changes that we are implementing so that we can do better for all of our patients.

We are in the process of implementing a number of improvements where:

-Every patient will hear the results of their investigation before they leave the hospital.

-Patients will be able to book their follow up appointments at the time they are discharged from endoscopy, patients will leave hospital with their follow up appointment already booked.

- A new endoscopy reporting system is currently being installed so that it will be easier to provide copies of the full report.

We are looking forward to making these improvements to our service.

Thank you once again for your feedback, we value this information and the opportunity to continually improve our services.

With regards,

Gayle Smith.

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Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health We have made a change

picture of Gayle Smith

Dear PONOV06,

I am pleased to be able to report that your full report has been forwarded to your doctor and also that we have scheduled an appointment for you which is in a much more reasonable time frame.

Thank you once again for raising your issues on Patient Opinion and working with us to ensure we could better respond to your health needs.

I hope that everything is now sorted but please let us know if we can do anything else to assist in the future.

With regards,

Gayle Smith

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