"Waited 11 weeks to be offered pain killing..."

About: William Harvey Hospital

What I liked

Reception Staff were very polite

What could be improved

The Car park

No emergencies yet I was waiting for over an hour after my appointment time.

An apology for keeping me waiting would have been nice. Remember its our taxes that pay for the service, its not free, we pay for it.

The registrars drawing skills....if registrars are going to draw a picture of your torn shoulder cuff rather than display it on the computer from your actual mri scan then they need art lessons. Took her twice to draw a reasonable picture of what the perceived problem is.

Registrar did not provide details of any side effects to treatment offered.

Registrar did not actually examine the injury site, even when I asked if she would like to see the shoulder concerned.

Very poor clinical practice.

"Sausage factory" mentality

Anything else?

Staff member in toilets did not wash his hands

Toilets were very hot, turn the heating down and they were filthy.

In a civilised society you can measure the people by the cleanliness of their toilet.

Triage needs to identify and remove the time wasters from the system.

Evidence of old blood stains on seating in waiting area.

I was messaged, telephoned and written to twice to remind me of my appointment. Yet the Clinic ran over an hour late. Just as well I had taken the whole day off work. Unacceptable in a modern hospital.

While waiting I witnessed the following.

The plaster room refused to plaster a patients leg as they were short staffed, an a+e doctor asked why the wait and was told they would have to wait till another member of staff arrived.

I thought Ashford was an A+ E centre, do we need to "book" our accidents in order to ensure correct level of staffing?

Spend some of my car parking fee on sweeping and surfacing the car park, not everyone is able to cope with loose gravel underfoot and potholes as they walk.

Story from NHS Choices

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Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust We are preparing to make a change

Dear sir or madam, I am extremely sorry for the experience of our services and your feedback is helpful to us.

We do know that the environment around the fracture clinic is not now able to cope with the volume of patients we are currently seeing. The area will be expanded and modernised next year, and will be much easier both for patients and staff. I am sorry that your consultation with the Registrar was not satisfactory.

If there is any more we can offer to support your recovery, please do not hesitate to contact me on Julie.pearce1@nhs.net

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