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Let down

Posted By capellans67

"Let down"

About: Box Hill Hospital / Urology

(as a carer),

Our hospitals do a great job, but unfortunately are letting my father down badly. He has just had a bag reversal and the stay extended from 3 nights to 5 nights. Operation went well, but he has another procedure planned being an suprapubic catheter (SPC) insert. I spoke with the surgeon to ask could this be done at the same time. They said, makes sense. Spoke with the anaesthetic doctor in the operation and he agreed. My dad has dementia, so very confused when in hospital. My mum stresses when he is away also and both are in aged care.

The ward 7.2 agreed he should have the SPC whilst in there, but apparently Urology was too busy. I lodged a complaint on the complaints line and nil response  hence this message.

Now he is booked within days of getting out for another Urology visit , 2 days later pre admission again then the procedure!  Requires more ambulance visits to pick him up, more stress for my mother and I believe more work for Box Hill staff taking hours to complete another pre admission within a week.

I think this is simply crazy and a waste of lots of peoples time when given he spent 5 days in hospital could have had this simple procedure completed. Now more multiple visits within days of coming out !!  In my opinion, something is wrong and needs fixing. Not a wonder so many people wait so long.

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Responses

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health 5 years ago
Gayle Smith
Executive Director, Quality, Planning and Innovation,
Eastern Health

Submitted on 3/04/2019 at 4:33 PM
Published on Care Opinion at 4:42 PM

picture of Gayle Smith

Dear capellans67,

Thank you for taking the time to provide your feedback on Patient Opinion. I am sorry that your father received less than satisfactory care and also that this has caused distress not only for him but also for you and your mother. We aim to provide coordinated care and as you say this is important to patients, family and the hospital. I am sorry that this did not occur on this occassion.

I would also like to apologise that you did receive a response to your message on the complaints line. In order for us to follow up your feedback I would welcome you making contact with one of our Patient Relations Advisors in the Eastern Health Centre for Patient Experience either by calling 1800 EASTERN or emailing feedback@easternhealth.org.au

I hope that we hear from you soon.

Regards,

Gayle

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Update posted by capellans67 (a carer)

Thank you but as advised I did call the 1800 number twice and no reply. I also emailed Eastern following my logging this report.

Thank you.

Response from Gayle Smith, Executive Director, Quality, Planning and Innovation, Eastern Health 5 years ago
Gayle Smith
Executive Director, Quality, Planning and Innovation,
Eastern Health

Submitted on 4/04/2019 at 2:55 PM
Published on Care Opinion at 3:10 PM

picture of Gayle Smith

Dear capellans67,
Thank you for following up again on Patient Opinion and I am sorry that you were not able to make contact via telephone or email when you called and emailed us. I understand that you have now spoken to one of the Patient Relations Advisors in the Centre for Patient Experience and that your concerns have been addressed.

I trust that your father's care can now proceed without further issue but please don't hesitate to contact us again if you wish to.

with regards,

Gayle

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