With one of the busiest Emergency Departments in the state, Box Hill Hospital treats more than 40,000 emergency patients each year. Emergency care is delivered with a team approach. Our team consists of Medical, Nursing, Clerical, Care Coordinators, Ward Support and Security staff who aim to provide an efficient and supportive service to our patients during what is often a stressful time.

We know that if you are in the Box Hill Emergency Department, it means you or someone important to you is sick or injured. We aim to do everything we can to help.

Treating the often complex problems that patients present with to the Emergency Department takes time. We recognise that when you are sick, injured or worried every minute seems like an hour, but we do not want to rush the steps we take to diagnose and treat our patients.

Triage

A specially trained emergency nurse called the Triage Nurse begins your treatment when you arrive in the department. The Triage Nurse’s job is to determine the severity of your problem by performing an initial assessment. In Australia we use the Australasian Triage Scale to determine which patients medical staff should assess first. This enables life-threatening conditions to be seen as an absolute high priority. We aim to see patients within the following time frames:

Triage categories:

Category One seen immediately
Category Two seen within 10 minutes
Category Three seen within 30 minutes
Category Four seen within 1 hour
Category Five seen within 2 hours

Registration

The clerical staff are given relevant information so that they can complete the patient’s medical record. A family member or friend can give the information if the patient is unable to.

The Waiting Time

The length of wait depends on the number of patients whose condition is more serious than your own and on how busy the department and the rest of the hospital is at the time. Just because the waiting room may appear quiet, this does not mean the Emergency Department is not busy. We understand that waiting can be frustrating but we will do everything we can to keep your wait to a minimum and keep you as comfortable as possible. In addition, you can always ask the Triage Nurse any questions you may have and it is important to let the Triage Nurse know if you feel your condition changes. Several aspects of care may commence during the time that you are waiting to see the doctor eg pain relief.

Assessment and Treatment

As soon as there is a cubicle available you will be seen and assessed by an Emergency Nurse and Doctor. The Doctor will ask more detailed questions about your condition and may perform several tasks to help diagnose and treat the problem that has caused you to present to the Emergency Department. As we are not familiar with your personal medical history, you will be asked many questions, sometimes by different health care professionals so that we can help you in the best possible way. Other health care providers eg your General Practitioner may be contacted to provide background information or assist in planning ongoing care.

After the Emergency Doctor and Nurses have assessed you and reviewed relevant tests, they will explain the problem and the recommended treatment. If your problem can be readily treated in the Emergency Department we will do so. We may also recommend treatment at home or by your local Doctor and provide you with ongoing care information. If your problem is more severe or requires special attention, we may recommend admission to Hospital.

Please Inform Staff of:

• Any medications you are taking
• Any allergies you may have
• Previous medical history
• If you are pregnant, or have other special needs
• Any recent visits to foreign countries

Can My Family Come With Me?

Having your family or significant others with you can make the stress of the Emergency Department a little easier. Family members or friends are welcome and we encourage their participation in you care, however only one or two people are allowed in the cubicle at any one time. We may ask them to step outside during certain procedures. We ask you to also respect the privacy of other patients.

Going Home

If possible, you will go home after treatment. On discharge you will be given information regarding follow up care, this may be in the form of:

• Instruction sheets
• Medications or a script
• Appointments for further tests
• Outpatients appointment, or
• A letter for your local Doctor

Please ensure you have any Medical Certificates, Work Cover or Transport Accident Certificates and any other information that you require before leaving the department.

Admission

If we recommend admission to Hospital, we are doing so because we believe it is the best course of action to help the patient. Because the admission is an 'unscheduled admission' it may take some time to make a bed available for you within the Hospital. Ongoing care will continue in the Emergency Department until a bed can be arranged.

Food and Drinks

Patients are asked not to eat and drink without prior discussion with the Triage Nurse. Meals for relatives and friends can be purchased at the Kiosk on the ground floor or the Cafeteria on the first floor. Limited foods and drinks are available from vending machines in the Emergency waiting room. Please note that no change is available from the clerks' desk for the vending machines, the phone or car parking.

Telephone Inquiries

Telephone inquiries regarding patients can be made by calling the Hospital:

9895 3333

Please limit the calls as the Emergency Department is a very busy area. One person should make the calls and then inform other family members and friends.

Safety and Security

Areas of the Emergency Department are under constant security surveillance to provide security and safety for the patients and staff whilst in the department. You may also see security staffing the department.

Code of Behaviour

The Box Hill Hospital Emergency Department has a 'Code of Behaviour' to assist in creating a friendly environment for patients, visitors and staff.

NO ACTS OF:

• Physical violence
• Intimidation
• Swearing or verbal abusetoward another patient, a relative/friend or toward a Box Hill Hospital staff member will be tolerated.

If any of these acts are witnessed, one warning shall be given and if an incident occurs again the person shall be asked to leave the Hospital either by a staff member or security.

Comments

If patients or relatives have any issues they wish to discuss regarding treatment or the Emergency Department, please ask the Nurse or Doctor looking after the patient. Alternatively you may wish to contact:

The 'Patient Liaison Officer' on phone: 9895 3116
Address: Box Hill Hospital
Nelson Road Box Hill Victoria 3128

Full consideration is given to both letters of commendation or complaint and we welcome feedback from our patients and their families.