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"Disappointing service"

About: Maroondah Hospital

(as a carer),

A story was posted that Patient Opinion has determined cannot be published due to the inability to anonymise this story and the vulnerability of the person mentioned in the story.   The storyteller has been informed of Patient Opinion’s decision.  A moderated version of the story has been sent directly to the health service provider.  The below is a summary of the original story. 

A member of my family arrived at the emergency department.   The wait was several hours.   The family member interacted with the nursing staff and a request was made by her that was declined by the staff members.  The delay led to the family member becoming anxious and agitated leading them to take an action that resulted in admittance to ICU.

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Response from Alan Lilly, Chief Executive, Eastern Health 6 years ago
Alan Lilly
Chief Executive,
Eastern Health
Submitted on 21/04/2016 at 12:29 PM
Published on Care Opinion at 12:29 PM

picture of Alan Lilly

Dear DisappointedBPDcarer,

I am very sorry to read about your recent experience at Maroondah Hospital and the long wait. I hope that your family member is well and truly on the mend. Waiting times in the Emergency Department certainly do fluctuate based on the number of patients presenting at any one time (and the conditions with which they present). However, I am really sorry to read that we may have a flaw in our process and that this led to a later admission into ICU. No doubt you are very concerned and I am too. I would like to follow this up to see what we can learn from this situation and also to provide you with some feedback and more details about this. As the information provided here is de-identified, I would be grateful if you would write to me privately at and provide some more details and we will follow-up very quickly and get back to you. You can be reassured that any personal details will not be released on this website and that this request for information is to help us address the matter in a timely manner. Once again, I am very sorry to read about what happened and hope to hear from you very soon.

Kind regards, Alan Lilly

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