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Care Opinion

Maternity Admin Staff

Posted By First Timer

"Maternity Admin Staff"

About: Box Hill Hospital / Maternity Service

(as the patient),

In my opinion, the admin staff at Box Hill Maternity are so rude and always make you feel like you're inconveniencing them. I believe they are rude to each other, rude to patients, rude over the phone. 

I was there one afternoon when they were training a new staff member and I actually couldn't believe my ears with the way they were speaking to this person. I would have quit my job right then and there if I was that new staff member.

In my opinion, the way one of the staff members spoke to a patient of which English seemed to be their second language was appalling. This patient seemed to be having trouble understanding what the EH staff member was explaining and ended up walking away, I believe clearly not having understood.


I followed the patient and explained it to them the best I could - didn't' take much and I'm certainly not getting paid for it like your staff are. 

I feel they make the experience horrible. I understand they're busy but in my opinion, if you don't like people then perhaps customer service isn't the right role for you

I believe it's lucky you have lovely, attentive midwives that make up for your admin staff.
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Responses

Response from Jane Evans, Director Performance Imnprovement and Patient Experience, Quality, Planning and Innovation, Eastern Health 3 years ago
Jane Evans
Director Performance Imnprovement and Patient Experience, Quality, Planning and Innovation,
Eastern Health

Submitted on 29/10/2020 at 11:48 AM
Published on Care Opinion at 11:57 AM

Dear First Timer,

Thank you so much for taking the time to post these comments regarding your experience and that of another Eastern Health patient at Box Hill Hospital Maternity Service. I am sorry this has been your experience and would like to commence by offering my apologies that this experience was not a positive one for you and for the other patient. The information that you have provided has been made available to the Box Hill Hospital Maternity Service for their review and action to ensure that this experience is not felt by other patients.

If there is further information that you would like to raise with us, 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 also for acknowledging our midwives and the great service that they provide. I will also pass this information on to them.

Again, please accept my apologies for your experience.

Kind regards

Jane Evans

Director, Quality, Planning and Innovation

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