"My nurse forgot where I was"

About: Box Hill Hospital

(as the patient),

So I had really bad pain in my toe (possibly gout - feels like glass is in your joints). After a day of being in agony and finding nothing worked, I tried to get an appointment to see my GP, but my GP's office was shut this day. So I hesitantly contacted the hospital to see if I could come in.

So I came in, after maybe 15 minutes I was upgraded to get "fast-tracked" medical attention. After almost 2 hours of waiting, I was seen by a nurse who asked all the usual questions. Then I waited to have an X-Ray done. When I had my X-Ray done, I was alone for 35 minutes. It wasn't until somebody managed to walk by, that I was taken back to the original room. Apparently, I believe, they forgot where I was. Once I was returned, I overheard two nurses making offhanded (well it seemed offhanded to me) remarks about a particular medication I'm on. If you're going to discuss my medications, please do it in front of me and not gossip like a bunch of kids at high school. I was then given medication to bring down the swelling, and told that I could leave.

The whole experience made my suffering even worse and reminds me why I won't go to a hospital, unless my life depends on it. Staff really need to develop some form of empathy, because at the end of the day, you're treating humans.

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Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Quantum

Thank you so much for providing your feedback on Patient Opinion, especially given your experience was not as I, and you, would have liked.

Feeling like you do, and having the experience you had, with staff talking about you and not with you is certainly not in line with the Eastern Health standard and I'm very sorry this was your experience.

Working in health, we are very privileged to support and care for people during times when they are most vulnerable. I will provide your feedback to the managers of the Emergency Department so they have the opportunity to share with staff your experience so we can all learn, and hopefully not repeat it.

I trust you will use hospital services when you do need them, especially when critically unwell and hope you are on the road to recovery.

Many thanks and kind regards

David

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