"Gastroscopy"

Dear Anonymous!$&@,

Thank you for taking the time to share feedback regarding your recent surgical experience. We understand that waiting particularly before and after a procedure can be uncomfortable and frustrating, and we appreciate you bringing this to our attention

At Gippsland Southern Health Service, our priority is to provide safe, high-quality care tailored to each patient’s individual needs. While certain wait times are necessary for pre-operative preparation and post-operative recovery, we acknowledge the impact this can have on the overall patient experience. We aim to schedule for patients not to be waiting more than an hour before their procedure wherever possible; your pre procedure wait was longer than this and I'm sorry that was the case.

The pre-operative period involves essential checks, including anaesthetic and surgical reviews, safety verifications, and preparation for theatre. Delays can sometimes occur if earlier surgeries on the list take longer than anticipated due to clinical complexity. When a surgeon is required to remain in theatre for an extended case, it can temporarily postpone both the admission and discharge processes for other patients. While these delays are unavoidable at times, they are always managed with a focus on patient safety.

Post-operatively, patients are carefully monitored during recovery to ensure it is clinically appropriate for them to return home or transfer to the ward. This observation period is essential to support safe outcomes, acknowledging it can feel prolonged, particularly when unexpected delays have occurred earlier in the day.

Your feedback highlights an important opportunity for us to improve how we communicate with patients during these periods. We are currently reviewing processes to ensure patients are kept informed of expected timeframes and are comfortable and supported while waiting. This includes access to warm blankets, water (where appropriate), and staff updates throughout the admission and discharge process.

Thank you once again for your valuable feedback. If you would like to discuss your experience further or if there is anything more, we can do to support you, please don’t hesitate to contact me on 03 5667 5696.

Jenny Dempster

Executive Director Clinical Services

Gippsland Southern Health Services