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"Trying to contact hospital"

About: Medway Maritime Hospital / Accident and emergency South East Coast Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a service user),

5 hours after my husband was taken from our home in an ambulance I have still not heard from the hospital.

I have tried to contact them and have now been on hold for39 minutes with no one answering, despite picking up the phone and putting down 5 or 6 times, completely at my wits end and contemplating going down there even if not allowed.


Response from Medway NHS Foundation Trust last month
We have made a change
Submitted on 10/12/2020 at 22:34
Published on Care Opinion on 11/12/2020 at 11:05

We are really sorry to hear that you have been unable to make contact with the hospital and for the worry this has undoubtedly caused.

The hospital is currently experiencing a high level of activity and first and foremost has to prioritise clinical care. Staff are aware of the importance of communicating with patients' loved ones and we are very really sorry that this took longer than either you or we would like.

We have recently introduced some guidance whereby any member of the wider team caring for a patient can call a nominated relative to give them an update on their loved one and we hope that this gives relatives who are unable to visit or accompany their loved one into hospital some reassurance on their wellbeing.

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