"ENT Appointment system disarray"

About: Gravesham Community Hospital

I attended the ENT clinic with my son for his appointment on 1st February in the morning. Upon arrival I was informed that the clinic was running 45mins behind schedule. This later transpired to an hour and 20 minutes before we were seen by the consultant. I asked why the clinic was so delayed, and was told that appointments a regularly over booked compared with the doctors available. To make matters worse the supervising nurse pointed out that I am quite “lucky” as other clinics at other hospitals are routinely delayed in seeing patients past the hour and 20 minutes mark. I found this response quite disturbing as the staff seem to be set up to fail by the booking system, and have just accepted that this is the way it is. Why even bother having an appointment system if delays of an hour and 20 minutes can enter into the system by 10:30am! The trust’s management need to address this chaotic state, as this has happened many times to my son now, causing him to lose valuable schooling time, at the expenses of a broken system.

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Responses

Response from Gravesham Community Hospital

Hello

We are very sorry to hear that you and your son had a long wait to be seen at the ENT clinic this morning.

Your review has been posted under Kent Community Health NHS Foundation Trust but I am afraid the ENT clinic is actually run by Medway NHS Foundation Trust.

If you wish to make your views known to them we suggest you contact their PALS team.

They are available between 9am and 5pm Monday to Friday, by telephone on 01634 825004 or 01634 830000 x 5793 or by email at Pals@medway.nhs.uk.

Their Trust website address is http://www.medway.nhs.uk/contact-us/

Best wishes

Customer Care Team

Kent Community Health NHS Foundation Trust

Tel: 0300 123 1807

Email: kcht.cct@nhs.net

Website: www.kentcht.nhs.uk

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