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"My experience at Maroondah ED."

About: Maroondah Hospital / Emergency Department

(as the patient),

I'm really grateful to the ambulance officers and Dr Marc who treated me in the early hours of the morning. It was a longer visit than was expected as it was a weekend shift which saw a lot of drug and alcohol-related patients come in who were aggressive, extremely emotional, had injuries from fights relating to the same or combinations of all the above and more. It was sobering and worrying to see and hear what was going on and yet, Dr Marc was unfailingly polite and helpful to me, despite how busy it was. My only note for improvement is that the nurses, whilst I understand were busy, did not follow up or communicate as they should.

However, to all the medical staff out there, thank you for helping others the way you do. Thank you for your patience, your expertise and your willingness to be there for people at their lowest, despite not being paid enough for what you do, despite not being being able to have a decent break and despite often being abused or threatened by patients and their families. I know that often people don't (or can't) appreciate what you do due to their situations, but there are so many who do and I'm one of them. Thanks heaps

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Response from Jo Gatehouse, Director, Quality, Planning and Innovation (Acute Health and Consumer Participation and Patient Experience), Eastern Health 8 years ago
Jo Gatehouse
Director, Quality, Planning and Innovation (Acute Health and Consumer Participation and Patient Experience),
Eastern Health
Submitted on 18/01/2016 at 5:48 PM
Published on Care Opinion at 6:00 PM

picture of Jo Gatehouse

Dear Patient patient

Thank you so much for sharing your story via Patient Opinion. I was pleased to see that overall you had a positive experience, especially with Dr Marc. I know how much difference it makes to have a helpful and polite doctor when you are unexpectedly in hospital. I will make sure that the Managers of the Emergency Department (ED) at Maroondah Hospital read your story and pass on your positive feedback to Dr Marc.

However, I was disappointed to read about the lack of communication with nursing staff. We do know from the feedback we receive from patients and carers that communication is an area that we have to work to improve. We have a number of strategies we are working on to continue to ensure good communication across the organisation however I am sure that when the Managers in ED read your story they will raise the issue with their staff also.

I hope you are now feeling better after your hospital visit and thanks again for taking the time to share your story.

Kind regards,

Jo Gatehouse

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