"Needs to be a better communication system."

About: Box Hill Hospital

(as a carer),

Eastern Health have provided episodic care for my relative for a number of years, most recently at Box Hill Hospital and the PJC. The patient file is enormous.

The two of us are guardians under a VCAT order and Eastern Health hold a certified copy of this order. However, despite this the correspondence - both written and by telephone - is directed to my relative at the residential care home.  My relative is not capable of interpreting this information.

We have both, on several occasions, requested that contact be through one or both of us and have watched this information be put into the Eastern Health information systems. But still this does not change the votary arrangements.

Recently I was on the hospital premises having been with my relative for the pre procedure discussion and checks, yet they called the other guardian, as the contact to pick my relative up. When I returned for the pick up after the other guardian called me to say our relative was ready, the hospital told me they did not know I was the one who was there that day and did not have my details which I had provided at every contact point that morning.

Today we missed yet another outpatient appointment because we were not notified that it had been booked.

Responses

Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Grammargirl

I am very sorry to read about the issues you have encountered as a legal Guardian of one of our patients. I realise that what you describe is very frustrating for you and I am unsure as to why this has happened.

However, I am confident that we can do something to easily remedy this by placing clear documentation on the patient/resident file or something similar.

If you would be kind enough to email me privately at alan.lilly@easternhealth.org.au with your contact details, I will ask one of our senior staff to make contact with you and get this sorted out for you.

Again, I am really sorry that you have experienced our Health Service in this way and please be reassured that I want to turn this around for you.

I hope to hear from you soon but will respect your decision either way.

Kind regard and many thanks, Alan Lilly.

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Response from Alan Lilly, Chief Executive, Eastern Health

picture of Alan Lilly

Dear Grammargirl

I was so pleased to read an email today from Debbie (Manager - Health Information) that she has now been able to speak to you and explain how our systems work. I also understand that she has updated our information system so that you will be aware of upcoming appointments.

As you know, you can call Debbie with any further questions and she is happy to help you. I am delighted that we have been able to sort this out for you and it's another great example of how we can address issues when they are raised with us.

I hope you have a great weekend too.

many thanks, Alan Lilly

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