"Sarcastic Ambulance crew followed by misdiagnosis"

About: William Harvey Hospital

Anything else?

On Thursday 25th of July 2013 my Mothers Neighbour had to call an Ambulance for her, it took over an hour to arrive and my 75 year old Mother was subjected to a barrage of sarcasm and aggressive questioning in the Ambulance (the "paramedic" I can go into more details of their uncaring attitude at another time if necessary. She was taken to the William Harvey Hospital, informed that she had a urinary infection and was kicked out on her own at 11.00 at night to make her own way back to Folkestone, luckily she had cab fare on her, otherwise I am not sure what would have happened, as her family all live in London. The following day she again had a bad turn and was taken back to the Hospital, this time the crew (a different crew) were very good, but maybe that was because my Brother was with her. It turns out that she had been having a heart attack both on Friday and Thursday. She is now being treated although as of this morning she has still not seen a cardiologist. I am concerned that Ambulance staff are making judgements and comments way beyond their remit, the attitude of Thursdays Ambulance staff was appalling, lacked compassion and was also, in my opinion, dangerous. I suggest you find out who they are, and get them some retraining, as they treated my Mother like a nuisance who was wasting their time. I accept that many people call out an Ambulance for no good reason, but as my Mother was having a heart attack, I think you will agree that she had every right to expect better treatment than she got on Thursday.

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Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you very much for providing feedback about your mother's care and I am sorry that you were unhappy about her experience. I will send your comments to the ambulance service for their information. I will also feedback to A&E staff and if you would like us to follow through your views on the mis-diagnosis then we will be happy to investigate this for you. Please email me your details and I will ensure that the Matron for cardiology ensures that her care runs smoothly in hospital.

My email address is Julie.pearce1@nhs.net

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Response from William Harvey Hospital

We are sorry to hear of your mothers experience. If you would like to contact us in regards to any concerns around your mothers care whilst at the William Harvery Hospital I have provided our contact details below. We can also provide you with the details of how to take forward the concerns you raised around the ambulance services. In the mean time I will forward your email onto SECAMB to ensure they are aware of the feedback that you have provided. Patient Experience Team Contact telephone number 01227 783145 Contact email address ekh-tr.patientexperienceteam@nhs.net

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