"Patient-care, way beyond any reasonable expectations"

About: Box Hill Hospital / Urology Yarra Ranges Health

(as the patient),

I have been diagnosed with aggressive bladder cancer and consequently am undergoing a program of BCG treatment at Yarra Ranges Health and Box Hill Hospital.

I am writing this story because of the profound impact the Urology Nurse, Marianne has had on my physical and mental condition while facing this somewhat scary and prolonged process in Melbourne while being also separated from my home and loving family.

As part of the initial planning, I met with Marianne who explained the whole procedure and ensured I was equipped with an outline of the steps in the plan, with an idea of the approximate schedule I would need to follow. Although I had been in and out of Box Hill Hospital a number of times since my first visit late last year, this was the first time that I felt someone had taken the time to make the scary, unknown future somewhat clearer to me and lowered my level of anxiety somewhat.

She also provided me with a direct contact number for the Urology Nurse on duty, should I need to make any changes to my appointments or have any further questions. I felt that she was making herself available to me in the interest of truly caring about my journey, as well as the eventual outcome. Little did I know at that time just how much Marianne walked the walk as well as just talking the talk.

My treatment progressed well and recently, I went for my final session of the six-step BCG induction program. When I arrived and met with Marianne she commented that I did not look all that well and checked my vital signs and next minute she produced an ECG machine and hooked me up. Before I knew it she had looked at the results, cancelled my treatment that day, called my GP (with whom I had booked an appointment later that day) and discussed her findings with him and recommended I be immediately taken by ambulance to another hospital for further diagnosis and treatment. I had a significant level of fluid retention requiring immediate treatment.

I imagine you are thinking well that is what you would expect of a highly trained nursing professional who is alert and responsive. Perhaps so, or perhaps not always as one would hope for, but it is what followed that moves me to tears every time I relate it.

Marianne asked me if there was anything that I was concerned about having to go unexpectedly to the hospital. Not having anyone close to me here in Melbourne I replied that my car was parked in the gardens opposite and I was concerned about its security. She organised to have it parked on-premise so that it would be less likely to attract any damage or be exposed to other risks. Then she asked if there was anything else and I replied that I had been on my way to take my laptop to the computer repair shop as it was not working and thus I had restricted contact to my family overseas. Without hesitation, she offered to take the laptop for me to the shop in Belgrave in her own time. Asking me again if there was anything further I was concerned about, I was able to reply that she had addressed everything and I was relaxed and ready to go to the other hospital.

I cannot overemphasise just how completely Marianne cared for me that morning. The term, awesome, has been overused to the point of being devalued. I have related this story so many times to people and they are all overwhelmed by the level of commitment and dedication shown by Marianne.

In our current ruthless corporate world, the “family” relationships that used to be prevalent in business are, in my opinion, largely casualties of the ruthlessly competitive business environment. “Relationships” are a commodity promoted by marketing people and not a characteristic of the operational side of businesses. So where does that leave dedicated people like Marianne who I believe commented to her work colleague that she had been doing some “real nursing” that day with me? More strength to her arm.

What an amazing person to have on your staff. Always putting forward a happy, smiling face and under that cover performing a role that any organisation should be proud of.

Thank you, Marianne, for making my scary make sense, my worries diminish, my physical health be addressed and my sometimes troubled mind to be more relaxed.

I trust Eastern Health are aware of what a gem they have facing their patient public.

Responses

Response from David Plunkett, Chief Executive, Eastern Health last week
David Plunkett
Chief Executive,
Eastern Health
Submitted on 26/06/2020 at 17:16
Published on Care Opinion on 29/06/2020 at 08:57


picture of David Plunkett

Dear telescopiumrc65,

Thank you so very much for sharing your experience and highlighting the way Marianne cared for you throughout your journey but importantly when your health and wellbeing needed 'some help'.

She truly is a wonderful nurse and brings the Eastern Health values of Patients First, Kindness, Respect, Excellence, Agility and Humility to her everyday practice which is commendable. It will give me great pleasure to share your comments with her, her team including her manager so her efforts, and what they meant for you are seen by all.

I trust you are in the best of health and have returned to what you were doing prior to all this commencing.

Kind regards,

David

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