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Care Opinion

Emergency Department Box Hill

Posted By Cooper

"Emergency Department Box Hill"

About: Box Hill Hospital / Emergency Department

(as the patient),

I am very unhappy with the treatment I received from some of the medical staff in the Box Hill ED. The first doctor I had, a young guy, was absolutely beautiful. However, it started going bad from when I could hear him in the area outside the cubicle being spoken to by another (possibly) senior doctor who was in disbelief of my story about a car accident I was involved in. I was then consulted by another seemingly senior doctor later on whose name I will leave confidential, for his privacy, however this doctor was utterly horrible. I was in enough pain and shock and to have this doctor quiz me like I was a criminal and after I had already told my story to numerous staff, was unacceptable. I then had nurses cut my ear piercings out with suture scissors in preparation for an MRI that I never had and we were told the MRI staff were not even on that night. I understand that the hospital deals with many different people, suffering from many different ailments, but I was co-operative and polite and certainly had not committed any crimes. I feel certain doctors in that department need to think about their position in the community and treat everyone with respect.

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Responses

Response from Alan Lilly, Chief Executive, Eastern Health 8 years ago
Alan Lilly
Chief Executive,
Eastern Health

Submitted on 14/12/2015 at 8:12 PM
Published on Care Opinion on 15/12/2015 at 9:50 AM

picture of Alan Lilly

Dear Cooper

Thank you for sharing your story on Patient Opinion and I am sorry to read about your experience in the Box Hill Hospital ED. As you say, no one should be talking disrespectfully about any patient at any time and with regard to your piercings, I have no idea why this would occur.

However, if you would like me to arrange any further follow-up and review of this, please feel free to email me at alan.lilly@easternhealth.org.au and I will be happy to do that.

In the meantime, please accept my apologies on behalf of Eastern Health for letting you down on this occasion.

Kind regards, Alan Lilly

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Response from Alan Lilly, Chief Executive, Eastern Health 8 years ago
Alan Lilly
Chief Executive,
Eastern Health

Submitted on 16/12/2015 at 6:08 AM
Published on Care Opinion at 11:11 AM

picture of Alan Lilly

Dear Cooper

Thank you again for getting in touch by email and please be reassured that you have been heard. As we discussed, I will most definitely take this up with the Emergency Department management team as they take great pride in their work and like us all, like to know where they do well and where they need to improve. Notwithstanding the overwhelmingly positive feedback which we receive, you will also know that we don’t always get it right. I talk to all new and ongoing staff about “making every interaction a positive interaction” and that’s because if we don’t do that, people like you are left feeling like you do. I am really sorry about this Cooper. Let me also say also that when we analyse the “negative performance feedback” we do receive, a lack of courtesy tops the list and in 2016, I will be making this an organisation-wide priority for improvement focus based on feedback like yours.

Once again, please accept my apologies for your experience and thanks again for sharing your story with us Cooper. Please be reassured that I will be passing your feedback on including the mentions of the Irish doctor too.

Many thanks and best wishes for the Festive Season …

Kind regards, Alan Lilly

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Update posted by Cooper (the patient)

Much appreciate follow up from Alan Lilly. This has made me feel a lot better.

Thank you.

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