"Receptionist / Operator at the Unit"

About: Box Hill Hospital

(as the patient),

I was in the ER at Box Hill Hospital a few days ago and was so impressed by the professionalism of nurses - Mel and Sam. Wonderful people, very patient and kind.

But this is not the case for the receptionist / admin / operator of the other unit I had to attend. When I told this staff member that I could not attend the appointment, the staff member said "I can put you on Monday next week but whether this would affect your injury, I don't know". I was shocked by their response. I felt they didn't care about my injury. Can't they check with the doctor and get back to me? When I asked the staff member to check with the doctor, they replied, "No the doctor is unavailable at the moment".

Honestly, professionalism is not just necessary for medical staff, but all staff in the hospital, or I should say in the whole of the industry. I think this receptionist should get another training in Customer Service. Shocking attitude.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Dolly

Thank you for sharing your story on Patient Opinion. I can see from your story that you had both a good and not-so-good experience and so I apologise for the lack of consistency in your care and the poor attitude which you experienced. I agree that this is not professional. Interestingly, we talk to all our staff about the need to "make every interaction, a positive interaction" and whilst I know this is not what you experienced, I want you to know that this is what we are aiming for.

I will be sure to pass on your feedback to Mel and to Sam too and also to their managers and it would be good to know which department you are referring to with regard to the "other unit". If you can provide that information to me, then I can follow that up more specifically. Please let me know with another posting on this site or please email me directly at alan.lilly@easternhealth.org.au and you can be reassured that I will follow-up for you and get back to you with a response.

In the meantime, I am sorry that you experienced this poor attitude and please be reassured that I am committed to improving the experience of all patients using Eastern Health services.

Thanks for taking the time to write and share your story.

Kind regards, Alan Lilly

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Response from Patient Opinion, Patient Opinion Australia

In the interest of "treating staff legally and fairly", Patient Opinion moderates all stories to ensure that no individuals can be publicly identified. The exception to this is when staff are thanked or complimented and then only first names are used.

In this case the decision to remove the name of the unit was taken by Patient Opinion moderators. The name of the unit has now been provided to Alan Lilly, CEO Eastern Health, so he can follow up more specifically.

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Update posted by DOLLY (the patient)

Hi Alan

Thank you for your reply.

I'm not sure the person that contacted me is actually from the clinic I was needing to attend or they are from another department that's responsible for contacting patients for their appointment schedule.

I finally attended my appointment yesterday and I was happy with everyone from the clinic. Although there was a bit of a misunderstanding between the receptionist and the doctor that made me hop (using crutches) between imaging department and clinic more times that I actually needed to.

Thank you again for your assistance.

Best Regards

Dolly

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Dolly

I appreciated your update so thank you. I also know that the Manager of the area was alerted to your initial story, and I think sometimes that staff just being aware of how they are perceived is more than half way there, in terms of staff changing their approach.

Wishing you happiness for the Festive Season.

Kind regards, Alan Lilly

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