"Mixed experience"

About: William Harvey Hospital

Anything else?

Took my partner to A&E after referral from a walk-in centre, and we checked in at 0935. We were taken to a cubicle, observations were taken and we were eventually seen by an A&E doctor. He requested blood samples for testing. When the results arrived we were referred to a medical doctor. She asked for more tests and a CT scan. We waited a long time for the scan then found out unofficially that it had been refused by the CT staff as the doctor's reason for the scan was inadequate. They failed to tell anyone about the refusal. The scan was eventually done and she was transferred to the Clinical Decision Unit at 1920, after nearly 10 hours. The department was chaotic as there were insufficient staff to manage the patients. There was insufficient space for the patients as cubicles were full, and others were in chairs or on beds in any open area. Paper towels and water cups ran out and were not replenished. Our cubicle was opposite doors to a main corridor. Due to the constant procession of patients in and out the doors were wedged open, so we were in full view of staff and public except when curtains were closed. Our cubicle had two refuse bins at the end of the bed, used by staff and public. Both had metal lids which closed with a loud bang, instead of being soft closing. Rest was impossible on the CDU due to constant movement of people, alarms sounding and patients with dementia. She was moved to Richard Evans ward at 0415 but waited until 1500 for an MRI scan. Discharge was around 1800. All staff were friendly, helpful and knowledgeable but have clearly been left to struggle by management which leaves them under resourced.

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Responses

Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you for providing us with feedback about the experience you and your partner had through A&E, CDU and Richard Stevens ward.

I am sorry that you had mixed experience, and certainly your description falls short of the standard we would expect to be able to provide to patients. If you would like to email me I would like to investigate your experience further so that we can find out why this happened and how we can avoid the experience again?

My email address is Julie.pearce1@nhs.net. I am glad to hear that staff were friendly and helpful.

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Response from William Harvey Hospital

We are sorry to hear of the problems that you have experienced, your feedback is important to us and your comments all important and helpful to enable service improvement. Your comments will be reported back to the division involved in your partners care and senior members of staff in the organisation. If you require any further help or support then please contact the Patient Experience Team at ekh-tr-patientexperienceteam@nhs.net. We hope that your partner is recovering well from her admission.

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