This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Excellent experience

Posted By Yuuwaku75

"Excellent experience"

About: Box Hill Hospital / Emergency Department The Royal Victorian Eye and Ear Hospital

(as the patient),

I arrived at Box Hill ED with a very painful eye which I could hardly open and which was watering badly and extremely sensitive to light. I have to admit I was seen much more quickly than I anticipated and it was determined that I had an eye infection caused by my contact lenses.

The doctor advised me that although they were confident that they had identified the issue, they felt it would be best to refer me to the Eye and Ear Hospital to be safe as my eye was very inflamed making it difficult to assess and the specialised equipment at the Eye and Ear could show other issues.

I am very glad this happened, as once I was seen at the Eye and Ear there were some complications with my eye which could have had serious consequences if they hadn't been picked up. I was really impressed with the care I received - all staff were so thorough and considerate, from the nurse who triaged and fast-tracked me because she had concerns, to the ward clerk who moved me to a less bright area so I could give my details more comfortably to both of the doctors who were really thorough and explained everything clearly to me and sought advice and organised further care at the Eye and Ear.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from David Plunkett, Chief Executive, Eastern Health 4 years ago
David Plunkett
Chief Executive,
Eastern Health

Submitted on 22/11/2019 at 8:51 AM
Published on Care Opinion at 9:53 AM

picture of David Plunkett

Dear Yuuwaku75

Thank you so much for taking the time to share your experience having atteded the Emergency Department at Box Hill Hospital. I am so pleased it was a positive one and that you were able to recieve the care and treatment you needed, both at Box hill Hospital and then at the Eye and Ear Hospital.

Eastern Health's values are Patients First, Kindness, Respect, Excellence, Agility and Humility and I am so proud to read that these values were so clearly demonstrated with your experience. It will give me great pleasure to share your comments with the managers and staff who work in and lead the services in the Emergency Department so they can all apprecaite the impact of all these actions and behaviours staff made.

I hope your eye is improving and that your ongoing care is what you need.

Best wishes and kind regards

David

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Yuuwaku75 (the patient)

Thanks for taking the time to reply. I forgot to add that an ED nurse, who just happened to be walking past as I was near the exit trying to order an Uber to take me to the Eye and Ear, saw me struggling to see my mobile. She actually stopped what she was doing, ordered the Uber for me and walked me to the waiting area to make sure I got into the Uber ok. This kind of instinctive, incidental compassion is pretty impressive, exceptionally kind and appreciated enormously by patients.

I thought I would add this as I realised I had submitted my story already and forgot to mention this and couldn't edit at the time so I thought I would reply now. Keep up the good work.

Response from David Plunkett, Chief Executive, Eastern Health 4 years ago
David Plunkett
Chief Executive,
Eastern Health

Submitted on 25/11/2019 at 2:18 PM
Published on Care Opinion at 2:45 PM

picture of David Plunkett

Dear Yuuwaku75,

Thank you so much for adding this information to your story and feedback. The Emergency Department nurse certainly acted with kindness in supporting you this way and I am so proud of all they have done and do.

With kind regards

David

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Nurse Unit Manager Emergency Department, The Royal Victorian Eye and Ear Hospital 4 years ago
The Royal Victorian Eye and Ear Hospital

Submitted on 25/11/2019 at 5:12 PM
Published on Care Opinion at 5:15 PM

Dear Yuuwaku75,

Thank you very much for your kind words and for sharing your positive experience after attending our Emergency Dept at the Eye and Ear Hospital.

I am sure the staff in our department will be more motivated hearing your appreciation and thanks for the care received. Here at the Eye and Ear, we value patient-centered care. It is indeed very good to know that we delivered on this based on your experience.

Again, thank you very much for taking the time to share your Eye and Ear journey with us.

All the best on your recovery.

Kind regards,

Ramil

Opinions
Next Response j
Previous Response k