"Not very good "

I am sorry to read that you waited outside for over an hour before being taken into the Minor Injury Unit (MIU) and apologise for the anxiety and distress this caused.

The service has confirmed that patients that attend the fracture clinic are filtered through the MIU department when the previous person has left the clinic. They are very mindful of managing the flow so that this does not directly impact on patients who have urgent injuries in line with making sure that the MIU waiting area remained COVID safe.

I understand there may have been some misunderstanding by the staff member you spoke about the reason for your visit, as they believed you were waiting for an x-ray and not that you thought you needed an x-ray and this caused the delay.

We do actively endorse bringing patients into the main hospital reception if they are frail, vulnerable or unable to stand even if the waiting area is full. The security guard also kindly brings out wheelchairs and static chairs where necessary for any other patients who may request one or indeed if they are waiting for another department to come and collect them.

The service apologises for your poor experience you received on your arrival at the unit. The concerns you raised have been shared with the team and it has been reiterated to them that if a patient does not show an x-ray form to ask further questions to ensure they have confirmed the service they are waiting to be seen by.

The service would be happy to speak to you further about your concerns. Please contact PALS on 0300 123 1807 or via email at kentchft.pals@nhs.net with your contact details and they will contact you directly.