"My mother attended the Day Unit ..."

About: Darent Valley Hospital

What could be improved

My mother attended the Day Unit on Thursday 8 July. She is 88 years old. She attended at the given time and was kept waiting in the waiting area for four hours before her treatment was even started. She received no care as far as I can establish, despite her obvious age and limited mobility was not even offered a cup of tea.

I intend to make a formal complaint. I thought this archaic practice of all patients being given the same appointment had stopped.

She was extremely distressed by her experience, a fact recognised by the nursing staff at the end of the day.

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Response from Darent Valley Hospital

I was very sorry to hear about your mother’s experience. I agree that keeping an elderly 88 year old waiting for a procedure without any nursing care or attention is unacceptable. I have asked the senior management team on the unit to look into what happened, and suggest how we could avoid this in future. If you would like to contact me and give me your name I will ensure your complaint is logged and you receive a full response.

In the meanwhile, please accept my sincere apologies for the distress caused.

Jenny Kay, Director of Nursing

01322 428660

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