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Not Satisfied

Story from nhs.uk

"Not Satisfied"

About: William Harvey Hospital (Ashford)

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I took my husband to hospital after he was mugged in December. Then I took him to the GP a few times because of bad concussions but this week I took him back to the hospital because he was feeling really unwell (feeling sick, losing balance and dizziness). We had to wait for a long time and we saw five people of whom arrived after us go in before we were seen. Then when we went in to see the nurse she was very rude to us as patients and acted as if we should have not been there and that we were wasting there time. The nurse said to us that we should have gone and seen the GP doctor as the hospital has nothing to do with us. Also recently I have had poor communication with the doctors I have been seeing.

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Responses

Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust 11 years ago
Julie Pearce
Chief Nurse + Director of Quality + Operations,
East Kent Hospitals University NHS Foundation Trust

I am responsible for quality improvement which includes patient safety and patient experience

Submitted on 18/03/2013 at 23:03
Published on Care Opinion on 19/03/2013 at 12:47

Thank you for providing us with feedback of your experience and I am sorry that you felt that a member of the nursing team were rude in the way they spoke to you. This is not how we expect staff to behave, and I will feedback general comments to staff to remind them of the impact that this can have on patients. The department has been particularly busy over the passed few weeks and so I am sorry that you had to wait to be seen.

I hope that your husband is feeling better. If you remain concerned about his symptoms, it may be helpful for your GP to speak to one of our neurologists for advice.

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Response from William Harvey Hospital (Ashford) 11 years ago
William Harvey Hospital (Ashford)

Submitted on 18/04/2013 at 15:39
Published on nhs.uk on 19/04/2013 at 05:15

I would like to say how sorry I am to hear of your experience when you atttended the A&E Dept at William Harvey Hospital, and for the poor communication that you yourself had recevied. Your comments will be recorded onto our database so that any themes or trends from our patients feedback can be used to improve services and raise awareness with staff. Your comments will also be sent to the Matron for the area that your partner was treated so that they are aware of the concerns that you have raised.

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