"Disgusting Service"

About: The Tunbridge Wells Hospital

I am absolutely disgusted in the way I have been treated at both Maidstone hospital and Pembury, the service and communication between both hospitals is appalling and I would never recommend anyone using either hospitals. I broke my foot last Friday and was told at Maidstone I had broken one bone in my foot which did not need operating on, this Friday I receive a call from Pembury stating I need to come in giving me no information what for. When I arrived none of the staff was expecting me, and I was told I needed an operation on my foot as it was broken in more than one place when I asked to see the CT scan they would not show me it. When being directed back to reception I made them aware that I had private health care and wanted the operation done privately as I was unaware I was due to have an operation today and wasn’t prepared the receptionist told me ‘’this is a private hospital’’ which is not true at all I do not appreciate being lied to by your staff. Putting all that aside I decided to go ahead with the surgery as they told me I was second to be seem and would be in theatre by 10:00AM. So I got unchanged and waited to be taken to surgery from being taken to my room at 8:30AM until 11:30AM we was not kept updated once by any staff about what was going on considering my surgery slot had gone, myself and my friend who came with me asked for a remote for the television and was told two hours later there was not one, as I become more frustrated my friend asked two nurses if they could update us on when I would be seen they sarcastically said ‘’there is no time it’s not just this ward’’, so again I was lied to. This resulted in my discharging myself and booking an appointment privately which I wanted to do in the first place. I will never be using this hospital again the staff do not know what is going on and made me feel nervous why should I let anywhere operate on me when there staff do not know what is going on!I would advise anyone who has private health care to use that and not visit this hospital. Oh and to top it off they cut my cast open and left me to leave like it, so now until my appointment privately I am left with a broken cast!

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Response from The Tunbridge Wells Hospital

Thank you for taking the time to leave feedback on your recent experience at Tunbridge Wells Hospital.

We were sorry to learn of your frustration with the service you received and were very disappointed that you felt the need to take your own discharge, before your surgery could be undertaken.

We are sorry that your initial diagnosis appears to have been incorrect, but we do have failsafe mechanisms in place which in this case, resulted in you being recalled to hospital.

To clarify, we do offer a private patient service at Tunbridge Wells Hospital (The Wells Suite) and we apologise that this was not clearly explained.

Emergency operating lists can be unpredictable, but we recognise that it is important to keep patients informed when there are changes made or delays occur.

If you would like to discuss your experience in more detail, please contact the Patient Advice and Liaison Service (PALS) on 01892 632953 or email mtw-tr.palsoffice@nhs.net, where a member of the team will be happy to help.

Kind regards, The PALS Team.

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