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In-patient stay via urgent care

Posted By muscahc74

"In-patient stay via urgent care"

About: Leongatha Memorial Hospital / Urgent Care Centre

(as the patient),

I was very unwell and presented to urgent care in Leongatha hospital.  The triage nurse could see I was clearly unwell and in no time got me in a cubicle.  I was informed there was no dr on and they would have to do Telehealth, at this stage I didn’t care.  I was admitted to the ward where all nurses were very attentive, caring and considerate.  Due to being in isolation, my meals were left outside my door and finally given to me up to an hour later.  On one occasion no utensils were provided with my breakfast,but I adapted with what I got. 

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Responses

Response from Jenny Dempster, Executive Director of Clinical Services, Gippsland Southern Health Service 8 months ago
Jenny Dempster
Executive Director of Clinical Services,
Gippsland Southern Health Service

Submitted on 26/03/2025 at 8:39 AM
Published on Care Opinion Australia at 10:15 AM

Dear muscahc74,

Thanks for the positive feedback regarding staff timeliness in managing your needs through Urgent Care. When doctors aren't available the Telehealth processes are invaluable in ensuring required care is able to be progressed.

I am sorry for the delays in your meals being provided, this just shouldn't happen. Our hospitality and nurse manager will address this issue.

If you would like to discuss your experience, please do call me on 6675696.

Kind Regards

Jenny Dempster

Director of Clinical Services

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Response from Jenny Dempster, Executive Director of Clinical Services, Gippsland Southern Health Service 8 months ago
We have made a change
Jenny Dempster
Executive Director of Clinical Services,
Gippsland Southern Health Service

Submitted on 2/04/2025 at 12:16 PM
Published on Care Opinion Australia at 3:56 PM

Dear muscahc74,

I wanted to provide you with some more information about how we are managing the issue you raised about receiving meals appropriately, when in isolation. We have clarified the process for our nursing and hotel services staff to prioritise meal delivery directly to the patient rather than being left outside the room and will ensure that usual cutlery is delivered. Our infection prevention and control nurse will be routinely surveying anyone in isolation over the coming months to monitor the process.

During the COVID 19 pandemic disposable cutlery was recommended, this is no longer the case.

Thank you again for bringing this to our attention, ensuring a better experience for others. Again, please accept our apologies for your experience.

Jenny Dempster

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Response from Jenny Dempster, Executive Director of Clinical Services, Gippsland Southern Health Service 2 months ago
Jenny Dempster
Executive Director of Clinical Services,
Gippsland Southern Health Service

Submitted on 21/10/2025 at 5:44 PM
Published on Care Opinion Australia at 5:52 PM

Dear muscach74,

We have been surveying our patients since implementing the changes to improve the experience of hospital stay whilst in isolation. The recent results related to experience of meals is very positive;

90% (9/10) were satisfied with the meals provided. 90% (9/10) found the meals acceptable. 90% (9/10) reported meals were delivered at appropriate times and temperatures.

These surveys are now available to all patients and will help us to monitor how we are doing, particularly for those receiving care in isolation.

Thanks again for sharing your experience for everyone's benefit.

Jenny Dempster

Director of Clinical Services

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