"Box Hill Emergency Visit"

About: Box Hill Hospital / Emergency Department

(as the patient),

I am writing to express my thanks and satisfaction with my recent experience of Box Hill Emergency.

My prior experiences of emergency departments has largely been confined to the private system. I will admit I was unsure what to expect on arrival at Box Hill by ambulance.

I found the level of information, attention, attitude, expertise, feedback and comfort at Box Hill to not only equal but surpass anything I have previously experienced, personally, or when accompanying family members.

Over the seven or so hours I was at the hospital, I was assisted by three doctors and three or four nursing staff, as well as staff who transported me to, and conducted, x-ray. Without exception they were attentive, cheerful, clearly very competent, and respectful.

The physical environment at the hospital is impressively new and fresh, with optimum equipment. However it was the atmosphere of the department which was even more striking and important to me. Despite considerable issues occurring on the afternoon and evening I was there– including an ambulance window being smashed by an uncooperative patient – the mood was calm, efficient and friendly. As I waited for the various test required, I could clearly observe the natural camaraderie and cooperation of staff at all levels.

The care I received was appropriate and thorough, and I left with clear, documented information about the assessment of my condition, the treatments I had received, and suggested follow up: this has never – never – occurred in the private system under my own, nor my family’s, experience.

After several hours I moved to the short stay area of the centre, where the facilities and staff continued to impress. Great comfort, and again an atmosphere of camaraderie and cooperation. I would happily have stayed for days!

I imagine that brickbats are more common than bouquets in the provision of hospital services, and when praise comes it is perhaps from those with serious conditions which have been skilfully resolved.

In my case, I felt somewhat of an imposter. Minor chest pains, a bit of a fainting spell, and some strange symptoms. It was clear well before I reached the hospital that I was not in a dire situation. This appeared to make no impact on the staff: I was treated in a timely, thorough and attentive manner from arrival to departure.

So, I would really like to hand a large bouquet of thanks to all at Box Hill Emergency for their excellent care at every level, and being a terrific bunch of people.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Derwent

Wow, what a great story and I really like the analogy of the brickbats and the bouquets - thank you Derwent for your bouquet of thanks!

I really enjoyed reading your account of your experience and it was a timely reminder of just how many things are happening in our Emergency Departments and sometimes, this can be very challenging indeed.

I will have so much pleasure sharing your feedback with the staff in our Emergency Department and the Box Hill Hospital management team too and no doubt, they'll have an extra spring in their step for the next few days. They do a great job, don't they. Thanks also for your feedback on the hospital - we're very proud of our new building and its modern technology.

Be reassured also Derwent that if you had chest pain, the ED was indeed the right place for you and you should never feel like an imposter - I would want to be in ED too. Be sure to look after yourself and always get checked out.

Well, your story has really got my day off to a great start - thoughtful, reflective and balanced - we need to get more of these stories out there in the public arena!

Thanks again for taking the time to write and I hope that you and your family have a great Festive Season.

Kind regards, Alan Lilly.

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