"Rude Staff at Emergency"

About: Box Hill Hospital

(as a friend),

I went to the Box Hill hospital on a Sunday night and after paper works being done we were admitted to the fast track waiting room which after 30 minutes of waiting I went back to the staff and asked the guy does he have any opinion how much longer would it take for us to be visited by the nurse and in response he got back to me in a very rude manner saying it might take up to four hours in a very loud voice making me feel embarrassed.

Responses

Response from Alan Lilly, Chief Executive, Eastern Health 4 years ago
Alan Lilly
Chief Executive,
Eastern Health
Submitted on 27/06/2016 at 13:54
Published on Care Opinion at 14:25


picture of Alan Lilly

Dear Felt embarrassed

I am very sorry to read about your experience in our Emergency Department at Box Hill Hospital on Sunday night and in particular, to read that our staff embarrassed you when you were asking for some guidance about timelines for assessment and treatment. I will certainly take this up the Director of the Emergency Department (Dr Andrew) and with the Nurse Unit Manager (Daniel).

In the meantime, please accept my sincere apologies that we made you feel like this. Your feedback is indeed a reminder to always be courteous and I am just sorry that this is not what you experienced on this occasion.

I hope that you are otherwise now on the mend and please be reassured that I will discuss your feedback with the Emergency Department staff to bring your experience and concerns to their attention.

Kind regards and thank you, Alan Lilly.

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