"Listening to concerns"

About: Box Hill Hospital / Emergency Department

(as a carer),

Disappointed. My parent was in the late stages of their cancer and has been in and out of the hospital (twice) in the last month. They weren't feeling well (suspecting Atrial Fibrillation (AF)), so we had called up the hospital, speaking to both the on-call oncology and ED doctors. As they have requested my parent to come in and are aware of their condition, in my opinion, one would have thought we could have seen a doctor almost immediately.

We were triaged on arrival, and despite me telling the nurse we were expected, we had to wait almost 2 hours. During this time, my parent had 5 attacks of AF. I requested the nurse to check their BP and was only told that we were next and to go back and wait. This was another 20 mins or so before we got in. I felt there was no point in calling ahead. In my opinion, the system have picked up my parent's medical history (they are a patient of Box Hill) and put 2 & 2 together.

I understand that this is a public hospital, and that there is no preferential treatment. However, I would expect the triage nurses to be a little more understanding of the situation, rather than saying I do not have any information in front of me. If only they had checked with the on-call doctors. My parent passed the next day. I could not help thinking, if we were seen earlier, I believe my parent wouldn't have to suffer as much as they did before their passing.

Responses

Response from David Plunkett, Chief Executive, Eastern Health 2 weeks ago
David Plunkett
Chief Executive,
Eastern Health
Submitted on 17/06/2020 at 14:33
Published on Care Opinion at 14:34


picture of David Plunkett

Dear child,

Thank you so much for taking the time to share your experience with your parent when attending the Emergency Department at Eastern Health’s Box Hill Hospital. I would like to extend my thoughts to you regarding your parent’s passing.

I can certainly understand why you would feel this way and I would like to make sure we can review the issues you’ve described so we can see how we can improve things for all those who use our services.

In order for us to do this, I would like to invite you to contact one of our Patient Relations Advisors in the Eastern Health Centre for Patient Experience either by calling 1800 EASTERN or by emailing feedback@easternhealth.org.au. If you choose to call please be aware that it is possible that the Patient Relations Advisors may be on another call at the time you ring and if so you will be invited to leave a message so they can return your call.

Thank you again and kind regards,

David

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