"Emergency Room Experience"

About: Austin Hospital John Fawkner Private Hospital

(as the patient),

I was taken to the emergency room of John Fawkner as advised by my doctor. I first saw the triage nurse who could not spell my name even though I tried to correct them numerous times. I was finding it difficult to speak because I was on the verge of passing out. The nurse neglected to ask me if I was taking any medications. I was then asked to stand at the reception (even though I was very faint) where I was told that seeing a doctor would cost $320, not including any tests. I recognise that it is a private hospital (even though I do have private health insurance, I am not sure why this was not covered). The services were less than average. I expect a lot more if I am being charged over $300 to sit in a waiting room.

I was then taken to the Austin where I received excellent care from the minute I walked in. Even though they were extremely busy I was seen in under an hour by a group of caring nurses and doctors. They sent detailed notes to my GP that day. I am very impressed by the service and care at the Austin.

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Responses

Response from Patient Opinion, Patient Opinion Australia

The following response has been published on behalf of John Faulkner Private Hospital by Patient Opinion Australia:

Dear services less than average,

Thank you for taking the time to provide feedback. We value all feedback and see it as a chance to improve our service. I am sorry to hear your experience was not of a high standard, our Emergency Department pride themselves on the provision of high quality care to all our patients.

I would like to offer you a most sincere apology that your recent experience in our hospital was less than desirable.

Please be aware that we have taken your comments on board, and your feedback has enabled us to critically review the service that we offer our patients and make improvements, and for this I thank you.

Please feel free to contact me to discuss further on 03 9385 2500.

Regards,

Deb Dwyer

Director of Nursing

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