"Grateful we have the nhs but..........."

About: Maidstone District General Hospital

I fell from a standing position and landed on my head and twisting my hip and ankle on a loading trolley which had been left in the aisles. Thought I would get up dust myself and be on my way but that was not to be - I could not get up. I was rushed to hospital by ambulance straight to the A&E. For some unknown reason, I couldn't talk - I lost my speech and I was getting desperate. I was treated as an "illegal immigrant who could not speak English and was abusing the NHS". I started crying out of desperation - desperate to tell someone I could speak perfect English and I just didn't know why this was not happening. I was left to my own devices, soaking in my urine. Once the Xrays on my back and head were done I was put on a trolley and left in the passage. I must have drifted off to sleep because when I came to, the trolley was parked near the reception area and my behind was exposed. Totally confused, I think I was given my clothes and the next thing I remember was two ladies outside the hospital stopping me from walking onto the road (Just missed by a car). I had no shoes on. Something was obviously wrong. I still could not say what was wrong with me. The two ladies called ambulance staff who were just parking. I remember struggling but I was put in a wheel chair and pushed back into A&E. I was crying desperately, I had been in hospital the whole day but I didn't know why. I was hungry and my throat was dry. A nurse shouted, "Just stop crying will you". I was terrified because I was trying to work out what had happened. Just then my son arrived - he said two ladies found me just about to be hit by a car outside the hospital and using my phone managed to call my son. When I saw him, I thought he was my brother and was relieved. My son was calling me "Mom" and I thought that was weird because I thought he was my brother and I wanted my mom. My son asked why I didn't have shoes on and why I was acting weird. A doctor walked up to my son and told him I had hit my head on a hard surface and this lack of speech could have been caused by that and it could take a couple of days or so. Needless to say my son wanted to know if I was alright to go home and he was told yes. The ambulance were great (the lady) but I think the gentleman was a bit agitated because I was unable to talk and at one point unable to open my eyes. Like I said I am very grateful for the NHS but the staff mmmmmmm leave a lot to be desired. Patience, sympathy, duty of care, understanding, a little of time to listen,etc. Staff with these attributes will change the face of the the NHS. I pray I never ever have to go back there again. I went back there weeks later and asked for my shoes and was surprised that they had kept them.

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Response from Maidstone District General Hospital

Thank you for taking the time to leave feedback on your experience of the Accident and Emergency Department at Maidstone Hospital. We were sorry to learn of your accident and hope you are recovering well. We were very disappointed to read your comments about aspects of the care you received from staff in the department and would welcome the opportunity to discuss this with you further. Should you wish to do so, please contact the Patient Advice and Liaison Service at mtwpals@nhs.net or by telephone to 01622 224960. In the meantime, we have passed your comments on to the senior management team in A&E for their attention. We use all forms of feedback as part of our regular review of services in order to make improvements and we are grateful to you for bringing this to our attention. Kind regards, The PALS Team.

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