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"Disgraceful and unacceptable service"

About: Angliss Hospital / Emergency Department

(as a service user),

I came to the hospital recently one evening after suffering abdominal pains which I think was a urinary infection from before.

The triage counter called me almost an hour later and after the triage, I was given a panadol and asked to wait. Also asked to provide a urinary sample.

I waited and waited until another few hours, still no call. I went to the counter and I believe the nurse said they did not know when I will be called to see the doctor. I was in pain and I told them and they still said I don't know, I feel, abruptly. I waited further until the early hours of the next morning and the answer was that it will be a 6-hour wait.  

More time passed and I was still waiting in pain.  A good 6 hours. In an Australian hospital in Melbourne.

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Response from David Plunkett, Chief Executive, Eastern Health 8 months ago
David Plunkett
Chief Executive,
Eastern Health
Submitted on 7/05/2021 at 6:42 PM
Published on Care Opinion on 10/05/2021 at 9:06 AM

picture of David Plunkett

Dear chachaes35,

Thank you very much for taking the time to share your experience when you attended the Emergency Department at Eastern Health's Angliss Hospital. I am sorry your experience was not a positive one.

The Eastern Health values are Patients First, Kindness, Respect, Excellence, Agility and Humility and whilst we often see our values displayed by our staff right across our sites and services, there may be opportunities for improvement at times. We also know the importance of information and communication with patients and families, and again seems to be things we can learn from your experience.

Given this, I will provide your feedback to the leaders of the Emergency Department so they can include it as part of continued learning and team development.

I hope whatever brought you to the Emergency Department has improved and you are back to doing all the things prior to this episode.

Thank you again and kind regards,


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Update posted by chachaes35 (a service user)

Hi David,

Thank you for your response.

I would like to add that the poor service I was referring to was at the front end, where the triage and waiting time to see the doctor takes place.

But once we were in with the doctor the service and care was absolutely caring and fantastic. Total care and diagnosis were delivered in a very caring and professional manner. This in a way consoles the front end service.

I understand that the wait time at the front cannot be avoided especially during busy periods and patients are prioritised based on the condition; can I suggest the hospital, at the triage session, indicate to the patient the wait time so that patients can go back and wait at home. I believe a mobile phone SMS should be set up for this.

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