"Ridiculous wait times in Emergency Room"

About: Box Hill Hospital / Emergency Department Box Hill Hospital / Paediatrics

(as the patient),

Waited 4.5 hours in the paediatric emergency room from 9.30pm until 2am in the morning and left without being seen. My young child had an allergic reaction and lips and mouth swelled up, but clearly this isn’t urgent enough to warrant a doctor despite the ambulance telling us my child needs to be checked in emergency. One tired worn out looking doctor for the whole of paediatrics and fast list apparently. Absolute disgraceful patient care and management should be ashamed for not providing enough resources for this clearly overworked department. Will never go there again, as this was our second time - the first time we waited almost four hours on the fast track list with our other young child who had a large split in their eyebrow, it took less than five minutes to fix. What a messed up system.  


Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Annoyed Mother,

Thank you so much for taking the time to share feedback on your experience when attending the Emergency Department at Box Hill Hospital. I would like to apologise your experience was not positive and that following a long wait, your child was not treated. I trust the issue with your child has been reviewed and they are doing OK.

I will provide your feedback to the leadership team of the Emergency Department to see if there are any learnings from your experience, especially as we have increased medical and nursing staff overnight to overcome the very issue you experienced.

If you were willing to make contact with the Patient Relations Advisors in the Eastern Health Centre for Patient Experience either via 1800 EASTERN or feedback@easternhealth.org.au this would allow us to better understand what happened both with your recent and also past experience. I completely understand if you choose not to do this.

Wishing you and your family the best of health and I hope that if you do have the need to access Eastern Health services we would be able to provide a much more positive experience.

Kind regards


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