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"Mother's Day spent waiting."

About: Maroondah Hospital

(as the patient),

Needing surgery I sit at Maroondah Hospital on my 5th hour waiting with 16 other patients waiting to have their surgeries ( this does not include the paediatrics patients I am told) some have been put on chairs in the toilet next to the waiting rooms to sit and wait. I along most others have been here since 7: 30am it's now 12pm we are also all fasting. I am absolutely disgraced/disgusted by this booking system I feel sorry not only for the patients but also the staff and surgeons. Absolutely appalling Maroondah Hospital oh and to top it off I receive an impersonal text message to inform me of my surgery with the bare minimum information what a way to make you feel like a person and not just a number in the system. A fantastic Mother's Day well spent not with two beautiful young children but sitting here waiting! Cheers!

Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Thanks for the Text

I am so sorry to read about your experience at Maroondah Hospital. I can see that this was not a good experience at all for you and your family and I understand also that this would not have been the Mother's Day you had been hoping for.

As a result of your feedback, I am going to make immediate inquiries in to this and see what we can learn from your experience. It seems that there are a few issues which need to be followed up and I am just so sorry that this is your lasting experience of one of our major hospitals in the east.

If you wish to provide any further information for me to specifically review, I am happy for you to write to me privately at my own email at alan.lilly@easternhealth.org.au

In the meantime, I will be following-up based on the information you have shared in this story. I hope you are otherwise recovering well and please let me know if I can assist any further.

Kind regards, Alan Lilly

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Response from Alan Lilly, Chief Executive, Eastern Health We are preparing to make a change

picture of Alan Lilly

Dear Thanks for the Test

By way of an update, I wanted to let you know that your story has prompted some changes with the way that we will be doing things at Maroondah Hospital into the future. Your story was very quickly followed up by Kate Whyman (Chief, Clinical & Site Operations) at Maroondah Hospital. Following a review, staff are now going to make some changes to address:

Staggering admission times; Confirming the order of scheduled surgery on the day before; Improving communication with patients in the Day Procedure Unit regarding expected delays.

Based on your feedback also about the toilet, Kate has put other arrangements in place to prevent a recurrence of what you experienced.

So, thank you for your feedback. Again, I am sorry that Mother's Day didn't go to plan and I trust that you are now well and truly on the mend if not fully recovered.

Kind regards and thanks, Alan Lilly.

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