"Staff did everything they could"

About: The Tunbridge Wells Hospital

I attended this hospital with my friend who was having a mental health crisis. It is a fact that the mental health services in this country leave an awful lot to be desired, and as ever we were let down and waited 12 hours to see the crisis team. The A&E staff offered us a side room so we could wait a bit more peacefully which was nice, and they phoned the crisis team every hour to get us an update. It got to around 3AM and we asked the nurse in charge for an update- they phoned the team with us standing there and was suitably assertive with them from what we heard. By this point my friend was getting more and more distressed. The nurse then offered to get her a cubicle. I expressed that I did not want to leave my friend, so the nurse even arranged us two beds in a cubicle so we could get some sleep before seeing crisis team first thing in the morning.

I have been to other hospitals for my own mental health and nurses have been dismissive and quite rude. But at this hospital, the nurses were so lovely and did everything they could given how unsatisfactory the mental health services were. I think the mental health services nationwide need a complete overhaul, but that's not this A&Es fault. They did everything they could.

I would recommend this hospital to anybody.

Story from NHS Choices

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Responses

Response from The Tunbridge Wells Hospital

Thank you for taking the time to give feedback regarding your recent experience in our Accident and Emergency Department at Tunbridge Wells Hospital. We were sorry to read that your friend had to wait so long for a member of the crisis team to see her and appreciate that this must have been a distressing time for both of you. We were reassured that the nurses in the department communicated on your behalf and made you as comfortable as possible in the circumstances. We will pass on your thanks to the Matron of the department to share with her staff. With kind regards, the PALS team

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