"Box Hill Emergency Department - Excellent team"

I have to report a very positive experience with Box Hill ED. The thing that impressed, apart from the new building and facilities, was the attentive attitude of all staff I dealt with.

- On entering the ED a triage nurse dealing with someone else glanced at me and told me where to sit and wait (I didn't have to stand around wondering where to line up or what to do)

- Shortly after a male staff member caught my eye and asked me to a window to triage etc. He was efficient and good. (I didn't have to wait for long and I was proactively called).

- I was sent to the registration lady who was again efficient, friendly and gave me clear instructions of where to go and what to do.

- The fast track X-ray staff were all, again, friendly and efficient.

I realise that the speed of processing in an ED depends on the current number and type of patients, so don't regard my relatively quick treatment as the impressive element of my visit, rather it was the attitude and professionalism of the whole ED team that really impressed.

In the past 20 years I have been with my family into the ED at Box Hill 4 or 5 times, plus the Alfred (2x), Monash (2x) and RMH (1x). The first 3x Box Hill ED experiences had been the worst. Chaotic, long delays before being seen, lack of communication, treatment that seemed hasty and inconsistent (different staff, different opinions). The only remotely positive previous Box Hill ED experience had been when my son had a serious accident with lots of blood etc. so we were treated very quickly in a true emergency style.

Bottom line, I was dreading entering the ED and had prepared 3x books, some food and a zen like mind set. My survival kit was not needed and it still feels surreal that it all went so efficiently with such committed and attentive staff. Big bouquet.

The only brick bat to throw is the outpatients phone line. First time I called the phone rang out, second time it went to a message and third time I waited over an hour to progress 13 places in the queue and speak to someone. The lady once I spoke to her was helpful and efficient, but there has to be a better system for this. More operators taking messages? Web chat? An area for system improvement.

Cheers,