"Had to wait but got the treatment required. Thank..."

About: Medway Maritime Hospital

What I liked

Attended the Emergency Department as required further painkillers following on from an operation. I had tried to get a GP appointment but was unable to do so before my pain killers would run out. On arrival at the A&E department, I queued up like others in the waiting room - all of whom seemed to be huffing and tutting - and was seen by a nurse who advised me that she could get me an appointment at the GP service within A&E. She explained that as my problem was not an emergency I would be better seen in this area as I would get an allocated appointment time not having a fluctuating waiting time dependent on how seriously ill or injured everyone else was. This I could understand. It is what Accident and Emergency departments are for.

I sat back in the waiting room and after waiting an hour saw a wonderful GP who prescribed me some stronger analgesia after my consultation. The receptionist in the GP service was kind and helpful and gave me information on out of hours pharmacies. I expected that I would have to wait so wasn't surprised when I did have to.

What could be improved

There is a shop in the waiting room where you can buy drinks/tea/coffee. This is wonderful but the hospital need to provide a domestic to work in that area as there were cups, crisp packets all over the place. Admittedly I am sure it is the public doing this and not the hospital staff but the public aren't going to bother clearing up after themselves!

Anything else?

In the hour I waited I saw one man storm out of the main area after hurling abuse at someone who i imagined was one of the A&E staff members and I additionally witnessed a relative of a patient who was waiting (happily texting!) arguing with a receptionist about when her daughter was going to get seen and the nurse who had seen me earlier got shouted at by someone else behind the curtain. 3 incidents in one hour!

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Response from Medway Maritime Hospital

Thank you very much for your kind comments. We are having a full refurbishment of the waiting room and increasing the number of hostesses in the department to aid with the tidiness. Unfortunately, abuse is not uncommon in the emergency department. We deal with it on a case by case basis as we have to consider the medical condition and the situation the person is in. Once again, thank you for taking the time to write. Inmaculada Diaz Alonso Clinical Nurse Lead - Emergency Department inmaculada.diaz-alonso@medway.nhs.uk

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