"when I finally got to see the ..."

About: Medway Maritime Hospital

(as the patient),

What I liked

when I finally got to see the consultant he treated me with courtesy,kindness and gave me credit for intelligence. The same goes to the consultant who operated on my knee. The staff at the MRI department are lovely and caring as are the staff at the Pembroke ward.

What could be improved

The administration and appointments are slow, and chaotic with far too many "pathways" which dictate how long your waiting time is. Referrals from GP are faster than referrals from within the hospital but as a patient who is desperate to be seen how are you supposed to know that!

In order to be seen you as the patient have to chase up appointments, query when you are going to be given one.

The complaints procedure and the staff there are arrogant and speak to you as if you are an idiot. They do not give two hoots about complaints. The default answer is that they are right and that you are a troublesome patient. If you complain and get angry the default is that you are abusive and that seems to be the answer to everything. If you query or dare to disagree you are abusive. If you point out mistakes,you are abusive. This is being used as a blanket excuse for the patient dissatisfaction.

Anything else?

The patronising nurse practitioner at the A & E could not get rid of me quickly enough. After a very basic investigation I was sent home. Later it came to light that a piece of bone had broken away in my knee and had she bothered to send me to x-rays this would have been picked up. The poor treatment left me to develop further complications, and exceedingly long wait for treatment (over 5 months!) that was an emergency. When I have discussed the hospital A & E department with friends they all tell me "we never go to the Medway Maritime A &E, we always drive to Sittingbourne!"

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Response from Medway Maritime Hospital

Thank you for your feedback. Your comments have been forwarded onto the complaints manager.

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