"Waiting times in emergency and under staffing"

About: Box Hill Hospital / Emergency Department

(as the patient),

I was in the waiting room of the emergency department with at least 5 other patients. It was around 7am and I had been there since around 2am, not really sure. I've waited longer before, much, much longer. I understand issues such as no beds on wards, and higher priority cases arriving by ambulance throw out the waiting list. One person here had been waiting over 5 and a half hours, and only a few here arrived after me.

This has happened a lot (I'm a frequent flyer) and often we are told that there are only a small amount of doctors on overnight. And fast track is not open at all times. I understand that it is an inefficiency to run fast track 24/7, or employ an extra doctor overnight, but time and time again I see the waiting room and think, surely this can be improved.

Waiting causes my anxiety to go up and waiting in a room full of sick, tired and grumpy people is even less helpful.

I guess we just have to wait until handover has happened and more staff are available. 


Response from David Plunkett, Chief Executive, Eastern Health nearly 2 years ago
David Plunkett
Chief Executive,
Eastern Health
Submitted on 08/10/2018 at 17:39
Published on Care Opinion on 09/10/2018 at 09:54

picture of David Plunkett

Dear Vanessa Sunshine

Thank you so much for taking the time to share feedback regarding your experience when attending the Emergency Department at Box Hill Hospital. We have certainly been busier overnight for the past month or so and this was clearly the case when you attended.

I'd like to apologise that we were not able to provide the positive experience we all want to, especially the team in the Emergency Department.

I will provide your feedback to the leaders for this service to see what can be done in instances such as you have experienced - as you say, always a juggling act with ambulances arriving etc.

I trust you have now received the care and treatment you were looking to get for whatever brought you to the Emergency Department in the first instance.

Kind regards


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