"Accident and Emergency"

About: William Harvey Hospital

I accompanied a relative to A&E. She had been given a letter from her doctor and told she would be able to see an eye specialist in A&E. My relative had her 19 month old daughter with her (who luckily was very well behaved). After an hour she was seen by a nurse and then sent back to the waiting area. After another hour and a half she was seen again and had dye put in her eye for examination. After nearly another hour and a half she was called back in only to be told the eye specialist was too busy in his clinic and she would have to return the next day! When she said it was impossible to return the following day as she had no means of transport and could not afford the fare from Canterbury she was allowed to see a doctor who had previously worked in the eye department. What is going on in your hospital? Your service is dire.

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

Thank you for providing feedback and I am sorry you were unhappy about the service we provided. The A&E department has been very busy over the past 2 weeks and staff are working hard to see people in a timely way. I would be happy to arrange for our A&E matron to explain to your friend the reasons for the delays. This is not the level of service we would normally expect to be able to provide.

Thank you again for your feedback, we do try to learn from patient experiences. I do hope your friend is feeling better.

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Response from William Harvey Hospital

We are sorry to hear of the delay your relative had in our A&E department. If you would like to discuss how we can take forward the concerns that you have raised can you please contact the patient experience team. I have provided the contact details below. In the meantime I will forward your feedback to the division so it can be used to ensure services are improved. Patient Experience Team Telephone number - 01227 783145 Email - ekh-tr.patientexperienceteam@nhs.net

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