"Post vasectomy follow up"

Dear A

Thank you for sharing your story on Patient Opinion.

I am really sorry that our follow-up system has failed you on this occasion. On reviewing your story, it's clear to me that this is an issue that needs further review and clarification, in order to be able to both assist you and also to prevent a recurrence of this nature.

Whilst I am happy to follow-up in a very general manner, I believe that I could help more if I knew some more details and could look at how we could have done things better. If you would be kind enough to provide some additional information and send to me confidentially at alan.lilly@easternhealth.org.au, I would be happy to undertake a full review and provide you with a personalised response.

Again, I am sorry that things have not worked out as planned A and hope that you will entrust us with further information. Of course, I will respect your decision either way.

Kind regards, Alan Lilly

Dear A

Thank you again for getting in touch. As you know, we are now following-up ourselves and pleased to be able to get to the bottom of this issue. This has been a great example A of using direct feedback from patients to make a difference. Thank you for sharing your story with us.

Kind regards and thanks, Alan Lilly

Dear A

By way of a follow-up posting A, I have sent you an email to your private address to follow-up the detailed response you provided to me. Thank you.

As a result of sharing your story, you have generated a significant review and to me, it is a great example of listening to and acting on feedback from the front-line of our care and service delivery.

I am really grateful that you took the time to let us know what had occurred and we have been only too pleased to undertake a review to make our services and care even better.

Thanks again A for helping us to help the community.

kind regards, Alan Lilly