"Not bad but could do better"

About: Medway Maritime Hospital

What I liked

Car park is a pay on exit and a 15 minute grace period. Cost is £1.50 for an hour if you are visiting a clinic and have to wait more than a hour you still only have to pay £1.50

Signage is good and it is easy to navigate round the hospital

I get a Text reminder of appointments my appointment

I get a copy of the letter the Consultant write to my GP

What could be improved

The barriers on the car park are slower than most pay on exit car parks, this causes unnecessary queues.

Clinics are often running late. My wait is usually between 1 and 2 hours

My notes never seems to be here when I arrive. Why aren't they all computerized?

Why is it a Consultant sends me for a test, I then get an appointment to go back to the Consultant and the Consultant says he wants to run another test why can't the next test just be booked? why is it that I have to waste my time waiting to go back to the Consultant, then waiting to see the Consultant? Some of these appointments are 3 or 4 months a part.

The wait for blood test is really really long I waited 35 minutes last time and at one point there was only room / nurse who appeared to be working. Why can't breaks be covered so that the level of staff working is consistent?. The seating in the blood test area is inadequate for the number of people waiting and is too close together.

Anything else?

I don't like the new look web-site for Medway hospital and was just on it and it seems to have a less information on it then before.

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Responses

Response from Medway Maritime Hospital

Thank you for taking the time to offer us your feedback. I am pleased to read that you found the hospital easy to navigate because of our improved signage, that receiving a text message reminder was helpful for your appointment, and a copy of the consultant’s letter to your GP was sent to you.

Your comments about the car park barriers have been passed to our car parking manager so thank you for bringing this to our attention.

Please accept my apologies that you had to wait as clinics were running late and your notes were not readily available. Our notes are not computerised.

I have highlighted your issues about further tests being required and your comments about the blood test queues to the service managers.

We continually work towards improving our Trust website and to ensure all information is easily ready and accessible to our web visitors. Your comments have been brought to the attention of our website manager.’

Suzanne Brooker

Patient Experience Manager

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