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Disgusted

Story from nhs.uk

"Disgusted"

About: William Harvey Hospital (Ashford)

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I was asked to take my 85 year old Father to A&E by my GP as he had a very low HB (blood count) they would be expecting us, he is in a wheel chair as he has very poor mobility, We arrived at 4.15 and was asked to wait in reception and that they were aware of him coming, we waited for probably 3/4 of an hour before seeing a nurse then being taken through to the department. We waited there for a while before being taken to a cubicle where upon a nurse came and put a cannula in Dad's arm and took bloods, another nurse did an ECG then a Dr came in and asked some questions and examined Dad.

Then another Dr came in and wanted to do the same, until we told him that this had already been done by another Dr which he knew nothing about.

We then waited & waited & waited then finally a Dr came in and said "we are going to send you home now and you can come back next week for an out patient appointment for a blood transfusion" ?? Well I was spitting feathers my dad as I said is very frail and to go through all that then get sent home by which time was nearing on 9pm and very cold I think is disgusting, so I am not impressed at all.

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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
We are preparing to make a change
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 28/03/2013 at 00:09
Published on Care Opinion at 09:58

Thank you for taking the time to provide us with feedback, and I am sorry that you were unhappy about the service we provided.

I would like to talk with you about your experience and would encourage you to make contact via email on Julie.pearce1@nhs.net.

We are working hard with primary care to agree to implement ambulatory care pathways when it is safe to provide treatment on an outpatient basis. This means that the person does not have to be admitted to hospital. The treatment of anaemia is one such pathway.

It sounds as if this was not explained to you well during the consultation with your father. Normally patients are referred directly to our ambulatory care service by the GP rather than coming through the A&E department. It also appears that on this occasion this did not happen for your father.

I do apologise for the fragmented service you experienced and would be happy to talk with you.

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

Submitted on 17/04/2013 at 10:25
Published on nhs.uk on 18/04/2013 at 05:15

We are sorry to hear of your experience when you attended A&E with your father. Your feedback will be noted and reported back to the unit as all feedback is important to establish if there should be any changes to process or learning. However it is important that if you need help or further information regarding your father's ongoing care we are able to help you. If this is the case then please contact the patient experience team on 01227 783145 or email them at ekh-tr.patientexperienceteam@nhs.net and they will be able to assist and support you.

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