Mulgrave Private Hospital Emergency Department - Mulgrave, Victoria

ML

I brought my husband in on a Saturday night 6pm to see ED doctor. The receptionist (an Asian lady) was very helpful and competent, quickly go through all the admission details and all associated extra cost. The nurse and the doctor were also very attentive and professional in treating my husband, which I was truly appreciated! When the result came back from the blood test, some of the readings were deranged and the doctor recommended to do an ultrasound next morning (Sunday). The interesting thing is, while we were made aware by the receptionist that any extra tests would be out-of-pocket, 2 ED doctors in rotation has kept telling us that the ultrasound was part of the admission; so we should do it to make sure everything is OK before they discharged us. Then in the early Sunday morning (1am), the ED doctor gave us 2 options, to keep waiting at the ED and then do the Ultrasound which might take some times because it’s Sunday OR we can come back at the earliest convenience to do the ultrasound. I thought that was fair, so I drove my husband home. 2 days later we came back for the ultrasound, and we asked the hospital receptionist (old White lady) regarding the ultrasound and about the cost that the ED doctors told us. She was immediately so defensive and didn’t even listened to what we had to say. All we wanted to clarify was why contradicting information being provided to the patient? And which one do we agree to She was so rude and because of not listening to what we said, she ended it with “If you like to do it this way (through ED doctors) I can readmit you (i.e. to pay $435)”. I mean, seriously? It’s the 2 ED doctors referred us to do the ultrasound, and they are the one who said we can come back to do it later (no difference in cost ).

To the management team, if you see this, please ensure that information is appropriately given to the patient. When we, as patients willing to pay money to get private health services, we are fully aware of all the cost. It was never about the money, it’s the attitude of the receptionist and same but inconsistent information given by health care staff and admin staff.

We felt that in this case, we were not given the right information to make informed decision (whether to do the ultrasound there or to follow up with our GP).

Wendy M.

I was a day patient in Short Stay on Friday 21/6/24 with a procedure with the wonderful Dr Rahim! From the time I entered the hospital your wonderful receptionist Julie greeted me with a warm smile and then at Short Stay was admitted by Marlene snd then Lorraine came and did my admission she was so good and made me feel so comfortable. I then was in Short Stay and had my procedure and in recovery was looked after by Sarah and a lovely student nurse and then went back to Short Stay where Meemu took excellent care of me! I would like to congratulate your wonderful Short Stay Team they are marvellous and would highly recommend your SSU to anyone Thank You

suzy D.

Crazy, The quality of doctors they employ on the cheap these days, is totally unacceptable 😡
I went there last night, after having a bad week with excruciating pain in the tummy& tightness in the chest& the tendons on my fingers, crippling me all the way down to my legs .
They’re quick to suck your blood out, but it sits on the table together with the Covid test& nothing gets done about it!
I had no problems with the nurses I dealt with, but
This doctor came& despite of me taking every test result with me, to make her job easy, she said: I’ll have to have 200 CPR count in the blood level, for it to be considered dangerous enough to do something.
Why leave it till I get to an ICU stage for them to help?🤔
The skilled paramedics do all the heavy lifting for them& when you’re left in their care, they do nothing!!!
No body bothers to do their work& listen properly to try & diagnose your problem!!
It’s beyond a joke!Each person is different & we all matter !
No wander we’re losing lots of our paramedics, their work doesn’t get appreciated by the hospital systems! It’s a shame because some of them have ten times more knowledge than some of these so called Doctors 😡
So this doctor last night, gave me a lesson on how to wipe my bottom, may be that’s what causes my problems?🤔
Mind you, my problems are deep down in soft tissues, muscles, tendons, a lot more than a human being should have to bare 🥺
also they’re quick to hand ball everyone to pain management!! That’s the only answer they have!great business going here!
Mind you that’s not taking it away from some great doctors, who went way over & above to try to help me a few months ago! Totally different quality all together! I found myself not getting recognised as a person with serious pain, so I told them : I am leaving, because I don’t see my self getting anywhere with them! Took photos of the waisted blood , which I badly need while I am recovering from Cancer!! So I caught a taxi& came back home!
I pay lots of money for my private health insurance, to be respected ,protected & treated as a human being! Lots of deep cracks there, which needs to be paid attention to !
I will be opting out of health insurance, because I feel that the only one’s who are benefiting from it are hospitals, not us!
Edit 7/01/2024
Once again, this hospital ED is going to be the death of me!
Between Xmas& new year I blacked out at home& took few falls! Went to Casey, they did scans& said: no broken bones, they sent me home!
next day, I was in agony& my lips were shredded by my teeth& bled on the kitchen floor! Found a doctor which was open & he told me to take a taxi & go to Mulgrave! they took bloods, urine, scan& they said: everything was fine! As I was trying to get off the scanner with agony under my left rib, the radiographer tried to help me& grabbed me under the elbow& pulled me so hard I felt my rib cracked & I screamed! Went back to E D waiting for the results! Doctor came& said: all good! With a push& shove, I made one of the physicians admit me the next morning!
In ED,
I pressed my buzzer twice to ask the doctor to look at my swallowed cracked lips, the old nurse came& switch my buzzer off& she went without asking what’s wrong?
was too busy fussing about a young girl who came with a simple UTI,which they put her on double lot of IV& antibiotics & drip.i asked a young nurse to get the doctor to look at my lip, I feel it’s getting infected! She said: the doctor is aware of it! He never came to check!I was forced to put some hand sanitizer in my mouth to try & stop the infection!
Showed the ward nurse my top sheet had urine stains on it.
was in pain all night& the next morning , doctor came& said: :bloods are clear you can go home! I asked for him to be removed of me& get some one else who can diagnose me! The nurse said she’s busy, shut the door in my face! I was so disorientated,I got up, get dressed& ordered a tax& left !!doctor charted two pain killers& cut half of my medication!
Dr Cheng, can’t diagnose an illness!

Dilukshi W.

Went to emergency yesterday with a big cut on my leg. Had to wait for 4 hours. Doctor came to me for 5 minutes for the whole time. Nurses did not know what they were doing. Was sent home and only to come back within one hour wound being opened. This time I was able to see nice doctor who looked at my wound and said that it has to be stitched in order for the bleeding to stop.
Never again I will come to Mulgrave private. It is disgusting that you charge $380.00 and cannot even reimburse it through private health insurance.

Elsye

Came here and paid $380 because the website said all patients are seen within minutes if not immediately, and I felt too awful to sit at Casey hospital for hours before being seen.
This was a lie. Although there were only about five people in the waiting room it took an hour to even be triaged, the triage nurse was a joke and asked little to no information. In contrast triage sees you pretty immediately at Casey, and asks a detailed account of the issue. There was no way this woman could determine how sick I was to accurately categorise me.
Unlike every other hospital I’ve been in, they didn’t do temp checks and covid symptom screening on arrival. They covid tested me after two hours, but “didn’t need to test companions” that came in and sat with you the entire time you were in the hospital… They made companions wear masks specific masks but let patients wear whatever they came in and didn’t say anything if they weren’t wearing a mask.
I wasn’t seen by a doctor for three hours, and he was the most useless excuse for a doctor I’ve ever come across. Abrupt, arrogant and decided for sure what ailed me from one question then discounted all other symptoms that didn’t fit. Even when tests ruled out his diagnosis he just said that’s what it was. He wouldn’t explain anything and got impatient when I asked questions so instead I had to wait until he had gone then call over the nurse to explain everything.
Funnily enough I actually expected a better level of care since you’re paying for it, but it was the sloppiest most unprofessional get up I’ve ever experienced.
Although there were few patients, there were few staff and none of them had a sense of urgency. Eg the triage nurse only saw one person every half an hour or so whereas at public hospitals they’d see a patient every five to ten minutes.
For me the most concerning thing was that they never took a history from me, and I’d never been there before. So when the doctor was running tests and giving me medications , he never knew or asked what medications I was currently taking, that might be contraindicated, or what illnesses I suffered from. It was frankly dangerous.
Oh and that trusty website also says you “might not” be able to claim back the $380, but once you get in there the signs say you definitely can’t. So being that I have top hospital cover with a top health fund on my way there I was expecting to be able to claim it.
Basically they use complete lies on their website to get you to come in then it’s too late. Steer clear and just go public. The wait’s not much longer and the level of care is a world away from this third-world medicine man hut.

Belinda M. P.

Went in 9/12/2022 to emergency in absolute agony. Not only do you have to pay $,350 upfront they EXPECT you to wait 2 hours to see a doctor when your in agony!! Only 6 people in the waiting room and 2 hour wait? Further they immediately advise 2hr wait to make a sick person feel despondent in even attending emergency. They prefer you leave and go to a medical centre. For a private hospital that's disgusting. Your not free. Get your act together as an ex nurse I call it bloody laziness!!!!! Never again

Jacqui D.

We spent 9hrs in emergency dept for a swollen ankle! Treatment-panadol, test results-next day, outcome-refused to be admitted overnight, went home and followed up with GP. Felt like we were being worn down for an overnight stay that was not warranted. Great staff, bad service

Richmond T.

We've used the emergency department here on three occasions, all of which ended up in admission to hospital. Private and Public Health Insurance do not cover the Emergency Department fees. They do cover the rest of the fees. As for the service, it's excellent. Caring. Nice pleasant team of professionals here.