"Terrible. Very frustrating and upsetting."

What could be improved

When I asked if I had to wait much longer to go into MIU (I had already been waiting very patiently for 2 and a half hours despite feeling this was unacceptable). I was then told it wasn't that long, only over an hour. The nurse continued to argue with me, repeatedly saying it wasn't that long at all instead of apologising and explaining that they had to see to an emergency. There was no communication whatsoever about an emergency, or no consideration that I had a baby with me who had been getting restless. The nurse then said she had witnesses, was very unnecessarily defensive and argumentative. I felt I was driven out in order for the waiting time to be cut as the conversation was going nowhere. She said she was just about to call me, and instead should've taken me in and get on with the job she is paid to do, rather than keep arguing with me. I had my very young son with me and needed to see to him as he was getting increasingly distressed. I then had to go back later to the hospital to re book myself in and wait another hour. I was told it was my choice earlier to leave. It wasn't a choice, it was a need to see to my son.

I have been to this hospital before and its always up until now been a pleasant experience. Until now. I should have gone to Medway but it is a lot further away.

Story from NHS Choices

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Responses

Response from Kent Community Health NHS Trust We have made a change

We are very sorry that a member of staff behaved in this way towards you. It is not acceptable for any of our staff to behave in the way you described. We believe you may have also made a formal complaint to us. The staff member concerned has been spoken to and action has been taken to ensure this does not happen again. Also, they will be attending customer care training. The Trust encourages our staff to learn from the complaints and comments we receive, in order to improve our patients’ experience. Actions from complaints are reported to the Trust’s Board and are shared with staff.

I hope you will consider using the MIU in future and that in doing so you will see that this experience is not typical of how patient and families are treated.

Once again, please accept our apologies.

Karen Proctor, Director of Nursing and Quality/DIPC

Response from Sittingbourne Memorial Hospital

Hello, Thanks for taking the time to tell us about your visit. We are very sorry that you had such an unsatisfactory experience with your young son. Also please accept our apologies that your review was not acknowledged in a timely manner and investigated appropriately on your behalf. It is now the responsibility of our Customer Care Team to respond to reviews on NHS Choices and we do our best to ensure that responses are posted within 24 hours. We hope that you will continue to give us feedback on the services we offer in the future. Best wishes Customer Care Team Kent Community Health NHS Trust Tel: 0300 123 1807 Email: kcht.cct@nhs.net Website: www.kentcht.nhs.uk

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