"Long wait made better by great staff"

About: The Royal Victorian Eye and Ear Hospital / Emergency Department

(as the patient),

Attended the Emergency Department recently around 6.30pm, it was very busy indeed. Large numbers of people in the waiting room. I was told there was going to be a long wait as there were some complicated cases being dealt with so that slows things down.

Anyway, I decided to wait. During my wait I attended the front counter a number of times during the evening and spoke to a very pleasant young girl, she could not do enough for me, she kept me up to date with my progress and explained how the systems worked. A pleasure to deal with.

Anyway, when I got to see the doctor at around 11.45pm, he was so nice and fixed my issue within 10 mins, he explained what he would do and did it.

Although the wait was long it was made more enjoyable by these staff. Well done Royal Victorian Eye & Ear Hospital for employing such great staff.

Responses

Response from Nurse Unit Manager Emergency Department, The Royal Victorian Eye and Ear Hospital

Dear ophiuchuspt49,

Thanks for your kind words.

I am glad to hear that you had a very positive experience in our Emergency Department despite the wait.

I’m sorry that you did have a long wait, there are times when waits are unavoidable due to a surge in patient numbers and very complicated cases. We try and keep patients informed when that is the case, so I am pleased to hear that you felt you were kept up to date with the situation.

I will pass your kind message on to the staff. Get well soon.

Kind regards,

Ramil Tranquilino
Nurse Unit Manager, Emergency Department

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