"Box Hill Emergency Triage"

About: Box Hill Hospital

(as a relative),

Staff skills

Staff skills

A family member was very disorientated. This happens when she slips into a psychosis. She so badly wanted to stay away from medication as she felt it stole her memories. But Christmas was very soon and help for people in her situation is hard to organise. It was extremely late, the doctor at the after hours medical centre advised us to go to Box Hill Hospital. 

Waiting Time

Waiting time

I don't know anyone who enjoys emergency departments, but sometimes it is your only option. I did not know how she would react, she was by this time, hyper-sensitive to everything, and adamant that she did not want drugs.

Being listened to

Being listened to

The triage nurse we saw was professional, understanding, appropriate and able to help us within the hour. The two people who saw us treated her with respect and kindness. I am so thankful for the support, and excellent advise they gave, along with a plan for follow-up care.

Unfortunately she has been admitted to a hospital, and my heart aches for her this Christmas, but we feel so blessed for the care that we received from the Staff at Box Hill. Thank you from the family you helped on the 21st December 2017. Your care and professionalism was impressive and very much appreciated.




Response from David Plunkett, Chief Executive, Eastern Health 2 years ago
David Plunkett
Chief Executive,
Eastern Health
Submitted on 27/12/2017 at 19:34
Published on Care Opinion on 29/12/2017 at 10:39

picture of David Plunkett

Dear FeelingBlessed

Thank you for sharing your experience and that of your family member. As you mention, no-one wants to go to the Emergency Department but sometimes this is the best place to be.

I was so pleased to hear how the staff treated you and your family member with respect and kindness - two of Eastern Health’s values that we would like to be practiced each and every day.

As you mention being in hospital over the Christmas period adds another complexity in life, especially when we try to connect with family, friends or neighbours over the festive season.

It will give me great pleasure to share your feedback with the managers of the Box Hill Hospital Emergency Department and especially with the staff who worked on 21 December.

I hope 2018 is a year filled with health and happiness for you and your family.

Kind regards


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Update posted by FeelingBlessed (a relative)

Thank you David for your response. This experience was a reminder, that though we have the right to choose public hospitals, comment on their performance and rate their service, they don't refuse to accept us as patients. They don't get to comment on our demands, rude attitudes and sometimes unfair comments on the service they provide.

A Medical Practice refused to see my sister the day after we had visited Box Hill. They could, they are private and probably booked out 3 days before Christmas. This isn't about judging them, just accepting that they could not or chose not to help.

Fortunately for my sister, we had the CATT (crisis assessment & treatment team) number provided to us by the Triage Nurse on the 21st December. My sister was admitted to Maroondah Hospital where she found the same respect, care and kindness that we had experienced at Box Hill Hospital.

That's what public hospitals do, they help! We go to them when we are desperate, don't look pretty or handsome, have difficulty speaking because we are dealing with an adrenaline dump, at the very least! And sometimes a GP sends us straight to the nearest hospital, and we feel like we are in the Monopoly Game of Life, where choices are limited and you don't get to pass "Go!"

Thank you, public hospitals! And thank you to all the professional doctors and nurses in our communities who deal with us so patiently with compassion and respect no matter what we look or sound like when we land in your hospital.

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