"One word "Nightmare!""

About: Medway Maritime Hospital

What I liked

Pleasant manner of junior Doctor

What could be improved

1.Wheelchair availability for accident and emergency with someone who is in a huge amount of pain without having to source a pound like a supermarket trolley which prolonged the agony. This did not instill trust in your services from the get-go (free at the point of need! ) which caused a stressful situation to be doubled tenfold......

2. Less surly, curt and impolite attitude of particular staff giving information about your wheelchair regulations.

3. Trolleys could be cleaned more often as the one my daughter used had not been cleaned for two days?

Story from NHS Choices

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Response from Medway Maritime Hospital

I apologise for the difficulty you experienced whilst trying to use our wheelchair deposit system and also for the impolite attitude of some of our staff. This issue will be raised with the line manager.

The Trust introduced a £1 deposit scheme a year ago to encourage people to return wheelchairs to the holding area once they’ve finished using them. Before the scheme was introduced there were often wheelchair shortages and some were even taken off site.

Consequently, a number of new wheelchairs were purchased and the deposit scheme was introduced. Since then we have seen a much larger availability of wheelchairs at the holding areas. We hope that any inconvenience caused by the deposit system is offset by the increased availability of wheelchairs for those patients that need them.

Also, regarding the cleanliness of the trolleys, there is a cleaning schedule in place for trolleys, so please accept my apologies that on this occasion you came across one that was not cleaned.

Thank you for bringing these issues to my attention. Patient feedback is always valued as it helps us to improve our service.

Graham Morgan

Head of Estates & Facilities

01634 830000

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