"Lactation appointment at Yarra Ranges Lilydale"

About: Yarra Ranges Health

(as a staff member posting for a patient/service user),

Rang the phone number provided which went to a call centre, pressed option which rang for a while and ended up back at option nos. Tried again and eventually got through to Yarra Ranges. This all took about 5 minutes with a crying baby. Felt like giving up on getting through. This is happening regularly with MCHN and hospital staff complaining to me re accessing the lactation service for bookings or advice.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Lak

Many thanks for sharing this story on Patient Opinion. I am sorry that your client had trouble getting through to our Lactation Service. I will follow this up and seek some more background information and then make a follow-up posting. In the meantime, if there is anything more pressing that we can help with, please make a further posting too.

I hope everything is otherwise going well for your client.

Kind regards, Alan Lilly

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Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Lak

Thanks again for sharing your story. I have now followed-up and understand that this issue has transpired since the switchboard at Yarra Ranges Health is now being operated via our centralised Eastern Health Call Centre.

Your feedback is in keeping with this and I am pleased to report that these response times are now being monitored at Yarra Ranges Health in conjunction with the Manager of our Telephony Services across Eastern Health.

Since we have implemented the centralised Call Centre, both the quality of the calls (as measured by "talk time") and the response times have improved across the health service and so I am confident that this will also improve for Yarra Ranges Health once these teething issues are sorted.

Thanks again for raising this for our attention and I hope that you and your baby are otherwise keeping well. Please let me know if I can assist any further.

Kind regards, Alan Lilly

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