"Box Hill Emergency Department - Excellent team"

About: Box Hill Hospital

(as the patient),

I have to report a very positive experience with Box Hill ED. The thing that impressed, apart from the new building and facilities, was the attentive attitude of all staff I dealt with.

- On entering the ED a triage nurse dealing with someone else glanced at me and told me where to sit and wait (I didn't have to stand around wondering where to line up or what to do)

- Shortly after a male staff member caught my eye and asked me to a window to triage etc. He was efficient and good. (I didn't have to wait for long and I was proactively called).

- I was sent to the registration lady who was again efficient, friendly and gave me clear instructions of where to go and what to do.

- The fast track X-ray staff were all, again, friendly and efficient.

I realise that the speed of processing in an ED depends on the current number and type of patients, so don't regard my relatively quick treatment as the impressive element of my visit, rather it was the attitude and professionalism of the whole ED team that really impressed.

In the past 20 years I have been with my family into the ED at Box Hill 4 or 5 times, plus the Alfred (2x), Monash (2x) and RMH (1x). The first 3x Box Hill ED experiences had been the worst. Chaotic, long delays before being seen, lack of communication, treatment that seemed hasty and inconsistent (different staff, different opinions). The only remotely positive previous Box Hill ED experience had been when my son had a serious accident with lots of blood etc. so we were treated very quickly in a true emergency style.

Bottom line, I was dreading entering the ED and had prepared 3x books, some food and a zen like mind set. My survival kit was not needed and it still feels surreal that it all went so efficiently with such committed and attentive staff. Big bouquet.

The only brick bat to throw is the outpatients phone line. First time I called the phone rang out, second time it went to a message and third time I waited over an hour to progress 13 places in the queue and speak to someone. The lady once I spoke to her was helpful and efficient, but there has to be a better system for this. More operators taking messages? Web chat? An area for system improvement.

Cheers,

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear DRB

Firstly, thank you so much for sharing your story on Patient Opinion. It's a great way to share the good news stories about what happens every day in our health system and it also provides a great platform for learning about where we need to improve. Your story nicely encapsulates both! Thank you.

Secondly, your story serves as a reminder to all of us about what is important to patients - courtesy and kindness - and I am so pleased that you felt that our staff were indeed attentive to you and your needs.

I will be so pleased to pass your feedback onto our staff and I will also let the Box Hill Hospital management team know as well. I appreciate you taking the time to share your feedback and I hope that you are on track to a full recovery.

Thank you also for your feedback on the Outpatient Department. This is an issue that we are aware of and based on a previous story on Patient Opinion, we have in fact also added details now (whilst "on hold") of our email address so that patients can, for example, process their cancellation without having to wait on-line.

We are also making the clinic spaces much more comfortable and less crowded as well as working toward improved waiting times both on-line and in the clinics.

In fact, I have called the Outpatient Department line myself to understand feedback which we have received about waiting times and whilst having to wait, I do like the fact that at least I know where I am in the queue. So, whilst not perfect, we certainly have more to do and I am hope that you can see that we are committed to improving the overall patient experience.

Thanks again DRB for taking the time to share your story. It is truly much appreciated and I wish you well for the year ahead.

Kind regards, Alan Lilly

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