"A&E travesty"

About: Medway Maritime Hospital

Anything else?

We arrived on the 21st july 2013 Sunday afternoon to absolute chaos There was a wait to be even booked in the reception staff were rude and were virtually shouting at people to stand behind the line. People were everywhere no one was clear where to go and the queue to book in did not move for 30 minutes. A gentleman behind us had a seizure and fell from his chair hitting his head on concrete floor; there was blood everywhere and it was not till people shouted that the staff even noticed. It took ages to move him, staff were unable to find a trolley and there was no urgency at all. The lack of being triaged on arrival was a concern people are encouraged to only visit A&E in an emergency but the hospital staff would have no idea as to how serious anyone was. Those that were too unwell to stand in the queue would have had no chance of being registered.

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Response from Suzanne Brooker, Head of Patient Experience, Medway NHS Foundation Trust

Thank you for your feedback following your visit to the A and E department.

This was clearly an unacceptable situation to have been in and a very poor experience for all concerned, please accept my apologies.

The services provided by the A and E department are currently being reviewed in light of patient feedback and improvements made to ensure the experience exceeds expectations.

Staff will be made aware of how their behaviours impact on the delivery of services and how this poor attitude is not acceptable.

Thank you for bringing this to our attention.

If you would like to discuss your concerns further then please contact the PatientAdvice and Liaison service {PALS} beween the hours of 9am - 5pm, Monday to Friday, telephone 01634 830000 ex 5793 or 01634 825004.

Your feedback can help make a difference.

Thank you

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Response from Medway Maritime Hospital

Thank you for your feedback and I am sorry to hear about your experience. Demand for emergency department services has been high over recent months which means there have been occasions where waits have been longer for some patients while staff focus on urgent and life threatening emergencies. We are already looking at a number of ways to address the exact concerns you have raised; including increasing staffing levels and how we increase capacity of the department. Please do contact me if you wish to discuss the matter in more detail or require further information. It’s important we hear your feedback and include it in our improvement plans. Inmaculada Diaz Alonso Clinical Lead, Emergency Department inmaculada.diaz-alonso@medway.nhs.uk 01634 830000 x3322

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