"Didn't see specialist because kept waiting for over an hour for scheduled OP appt"

About: Box Hill Hospital

(as a carer),

Brought my quite elderly father to a scheduled Out-Patient appt to see surgeon after he was admitted with an acute abdomen. Travelled thru peak hour traffic from a distance. We arrived 5 mins before our 0930 appt. Nearly an hour and a half later we are sill waiting. He feels light headed because there was no time for breakfast. Asked a few times how much longer and was always told half an hour more! Asked to reschedule appt if it's so busy and was told "no point. Is always like this" So we left. I got him some food and fluids at the canteen then went home.

Still don't know what caused his pain. Was it a tumour? We were to hear at this appt.

What are you going to do about it? I presume nothing but at least I've vented.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Annoyed from Port Melbourne,

Thank you for sharing your story on Patient Opinion and let me start off my saying how sorry I was to read about your experience. I realise just how frustrating this is and I know that your time is valuable too. I really am very sorry and I am even more concerned to then read about the response you got when you asked a question about the length of the wait. I know that the Outpatient Department is busy and there are some emergencies too but I accept that we need to do better.

I can also confirm for you that we do have a number of planned improvements already underway but I know that this doesn't help you when you are waiting in the queue. With regard to your comment "What are you going to do about it? I presume nothing but at least I've vented", I can assure you that we are listening and a number of our senior team are working to make things better including individualised appointment times for patients. Your story is indeed heard. We are an organisation that genuinely wants to receive and act on patient feedback and that's why we use Patient Opinion. We have learned a lot through this process and we have made many changes.

With regard to your follow-up, I would encourage you to make further contact with the Outpatient Department or go back to your GP to ensure that you do receive the right follow-up care and management for your father.

Once again, please be reassured that we are taking your feedback on board and I will personally follow-up to confirm the timelines for the individual appointment times.

Kind regards, Alan Lilly

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Update posted by Annoyed from Port Melourne (a carer)

Have contacted Out Patients for a rescheduled appointment. Interesting to see what happens.

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Annoyed from Port Melbourne,

Thanks for letting me know and if you need any further assistance with this or if you would like one of our staff to call you, please email me directly at alan.lilly@easternhealth.org.au and I will gladly follow-up for you.

Many thanks, Alan Lilly

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