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"Sadly disappointed "

About: The Tunbridge Wells Hospital

Dad came in with a bypassing catheter and haematuria.

We thankfully put him in an incontinence pad to maintain his dignity as he was uncontrollably passing urine.

The ambulance service were fantastic.

He has mobility problems.

He was discharged 13 hours later, after a failure by the transport department to locate his keys in the only bag he had on him, soiled in faeces because no-one had been able to help him to the loo and still covered in the blood he arrived at the hospital with the day before. Nobody had attempted to clean him up or even change the catheter bag, also soaked in blood.

He had clean clothes in the same bag that had his house keys!

On a positive note, he had nothing but thanks to the Doctor that saw him who also took the time to keep me updated about his plan for his future care. Thank you.

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Responses

Response from The Tunbridge Wells Hospital nearly 2 years ago
The Tunbridge Wells Hospital
Submitted on 23/08/2022 at 13:55
Published on nhs.uk at 17:52


Dear Sir / Madam

Thank you for taking the time to submit your feedback regarding your dad's recent experience when attending Tunbridge Wells Hospital recently. I am very sorry to learn that unfortunately your dad was returned home soiled and unclean for which I apologise. I was also sorry that he was delayed due to the Patient Transport Service G4S, not being able to locate his keys. However I do thank you for your kind words regarding the Doctor that saw and treated him.

Please be assured that I will pass your feedback to the Emergency Department management team so that it may be discussed and used as a 'learning tool' to enhance future patient care. I will also pass on your feedback to G4S.

Should you wish for the matter to be investigated further and you provided with a response, then I would be grateful if you could contact PALS direct so that we can discuss further.

Once again I do apologise for your Dad's experience but do hope that he has now made a full recovery. Thank you again for your time.

With regards

Jane Williamson

PALS Officer

MTW Governance Team

Maidstone & Tunbridge Wells NHS Trust

01892 632953/01622 224960

Email: mtw-tr.palsoffice@nhs.net

Website: www.mtw.nhs.uk

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