Disappointed with the waiting room

(as a service user),


This story may lead to a change

About: Cowes Phillip Island Health Hub

I am disappointed with the waiting room at the Cowes Hub. Came into the illness clinic recently and the noise from construction and workers was very loud! To an extent that it was getting unbearable. Then to add to that a bus of tourists, 10 or so, presented into reception with an obviously unwell person and garbage bags.

They were left to wait in the front entrance of the clinic. It was not nice to witness someone so unwell left in the waiting room and not contained or seen to straight away!  

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Response from Jan Child, CEO, Bass Coast Health We are preparing to make a change

picture of Jan Child

Dear vulpecularc36,

Thank you for taking the time to provide us with your feedback. I apologise for the disruptions to our usually peaceful Cowes site. We are currently finalising construction of a new Triage area and new Urgent Care Centre on the site which will increase our capacity from two treatment areas to five. We are also increasing the number of consulting rooms and undertaking works that provides for a backup generator on the site. Please pardon our progress over these final few weeks as we finish these works. We hope to have all construction finalised by mid October.

In relation to the busload of tourists and the unwell person(s), I will make some enquiries but it may be difficult to follow up without a time and date - if you would like to email me with these details, I could speak to the staff who were on shift. What I can say is that we have one doctor and one nurse rostered 24 hours a day, 7 days a week, and whilst they see patients in turn, they always see the sickest patient first. I can only surmise that someone sicker may have been receiving treatment at the time this person presented, and more positively, I can reassure you that in our newly built Urgent Care Centre which will open late October, we will be able to treat more people inside the walls of the urgent care centre thereby maintaining privacy and dignity.

Thank you for raising these issues with me.

Kind Regards,


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