"Waiting too long for Accounts Department to answer the phone."

About: Box Hill Hospital

(as the patient),

I am writing on behalf of an overseas student who was sick and had to spend a night at Box Hill Hospital. I have tried twice today to call the Accounts Department to so that his visiting Aunt can claim the account from Medicare before she returns home (overseas). I have had to wait 10 minutes on each occasion, but haven't had anyone answer - not even a message to say when someone will answer. It shouldn't take that long for someone to answer the phone in the Accounts Department. His Aunt just wants to get the bill and Medicare refund before she leaves the country.

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Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Waiting too long

Many thanks for providing your feedback on Patient Opinion. I would like to apologize for the experience you have had in attempting to make contact with our Patient Accounts department.

We will use your experience to determine how we can improve so that other patients and families don't have the same negative experience.

I trust we have now been in contact to provide the necessary information.

Kind regards

David

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