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Emergency waiting area and triage process

Posted By cubebm95

"Emergency waiting area and triage process"

About: Box Hill Hospital / Emergency Department

(as the patient),

Box Hill ED

1) The lack of drive through area made of difficult to get dropped off. Another car blocked us in.

2) The cloth seats are fairly disgusting and surly cannot be hygienic in my opinion.

3) The lack of order for triage frustrated myself and, I believe, others, we didn't know who was next.

4) I was really upset by the lack of privacy for conversations with the triage nurse. While waiting, I overheard a very distressed 10 week pregnant woman explaining while crying that she was bleeding in her underwear.

This is a poor outcome for this lady and I feel like she had no privacy of at one the worst times in her life. It appears that Box Hill ED are not set up to provide client confidentiality & I believe the design of the system is the opposite of privacy & respect. (I feel this is in no way due to the staff)

Staff were lovely, all of them I saw!

Suggestions.

-Allow drop off along the path that was designed, through the ambulance parking area.

-Test the cloth seats for bacteria and human fluids and replace as required.

-Use a numbering system in triage.

-Rethink privacy and dignity for clients disclosing information to the triage nurse, so that client confidentiality can be maintained.

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Responses

Response from David Plunkett, Chief Executive, Eastern Health 14 months ago
We have made a change
David Plunkett
Chief Executive,
Eastern Health

Submitted on 10/10/2023 at 4:32 PM
Published on Care Opinion at 5:38 PM

picture of David Plunkett

Dear cubebm95

Thank you so much for taking the time to share these comments regarding the waiting and triage area at Emergency Department at Eastern Health's Box Hill Hospital campus.

I'd like to thank you for your positive feedback regarding the staff and will ensure this is passed onto them.

I know the team are always looking at how they can make improvements based on patient and family's experience and will do this again. One example is that additional signage has been installed in both the waiting area and also within the Emergency Department to make it easier for people to find their way around.

I hope you have recovered from whatever took you to the Emergency Department.

Wishing you the very best and thank you once again

Kind regards

David

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