"Pointless Staff and misleading letter"

About: The Tunbridge Wells Hospital

Hi there,

Is the third time I am writting this review because everytime I click outsider this box everything disappears, your IT team should really change this.

Now for the real reason.

First: Your letter sent to me said that I should be in the hospital 40 minutes prior to the appointment for an X-Ray, this is wrong, in fact the time on the letter (8.30AM) was for the X-ray itself meaning I was supposed to have the appointment after 9AM.

I only found out this too late after going to the hospital and arriving there at 7h20. I am a very punctual person and didn’t want to me late, since as per your letter I should be there at around 7.40AM.

When I arrived nobody was at the reception, and the place looked like a desert place. I went to the screens and tried to scan the barcode and nothing happened, I then decided to go back to the reception and only then I notice an A4 sheet with the opening time for the reception….. in the middle of so much info in that desk it was easy do miss this important info.

I decided to wait since it was only a few minutes left for the reception to open, I seat down and at 7h30 nothing happens, 7h31 nothing, 7h32 the receptionist arrives with a cup of tea in one hand and a tissue in the other.

I approach them and decide to ask for help since I was totally lost on what to do and where to go. In a very rude way they tell me that I have to wait for them to turn on the system. I wait and see them cleaning all the screens where we scan the barcodes, and I wait for them to drink a bit more of tea, until (7.35am) they decide to ask me what I need, like it was a favour they were doing for me.

I ask them that I need help since I am lost and don’t know where to go, they tell me to scan the barcode, I tell them I did and I couldn’t, they look at me like I am a dumb person and with what seemed a great effort gets up of their seat and shows me how to scan the barcode. After scanning it they tell me that I have to seat down on the entrance seats and I wait for my name to appear on the screen. I waited for 10 more minutes and nothing happens.

Being scared of losing my Xray appointment since the letter said it was supposed to be at around 7.50AM and having seen the X ray sign on the wall pointing to a different direction from where I was looking on the screen. I approach the receptionist again and ask them if they could help me because nobody was showing up the screen for the Xray, they tell me that if I wanted I could go the Xray department to enquire them, and that I should follow the signs if I wanted to.

I was fuming, this was no help and no way to treat a person, I followed the sign and ended up in the MRI waiting area, where I picked up the phone in the desk and decided to call the number showing. A person from the other side tells me I am calling the wrong department but that they would pass the phone to the Xray department. Phone call go through and finally a helping voice comes up…..

Story continues…….

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from The Tunbridge Wells Hospital

Thank you for taking the time to leave feedback regarding your experience when attending Tunbridge Wells Hospital. We are sorry that you had difficulty in posting your comments, the NHS Choices website is run independently from Maidstone and Tunbridge Wells NHS Trust but we will pass your comments onto the IT team responsible. We were disappointed to read about your interaction with the reception staff on duty at the front desk and will forward your comments to their manager. If you would like us to look into your concerns in more detail and provide you with a response, please contact the pals office at mtw-tr.palsoffice@nhs.net. With kind regards, the PALS team

  • {{helpful}} of {{total()}} people think this response is helpful