"A and e admission on Saturday 3 August 2013 at 2..."

About: Medway Maritime Hospital

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Ambulance service exemplary - crew and paramedics on 2 days excellent. Female doctor in A and E - calm, quiet, efficient, confident, respectful, reassuring, knowledgable. Only criticism of her, did not introduce herself and had no visible name or designation badge. For the first hour I thought she may be staff nurse - but would have reassured me from the beginning as my husband had a heart problem and I would have liked to know that we were being tended by a doctor. Keeping on the theme of not knowing who people were, there were 2 or 2 females in uniform, who I assumed were nurses - they did ECGs and things. One of these arrived and member of staff greeted her and was clearly pleased with the support. By this arrival's response I assumed that the other one had told her she smelt of poo - such was her disdainful response. Thankfully she went to the elderly gentleman in the next admission or assessment bed and not to my husband, because I would have asked for a change of staff. attitudes, bad feelings etc, have no place when your are dealing with sick people. Within seconds she was asking, in what I can only describe as a stroppy manner, does this machine not work? She was pressing and poking buttons and I felt very sorry for her patient as he was alone and clearly unwell and frightened. As a patient, the last thing you want to know is the machine someone is using on you is not working. This query should have been made quietly and without the theatricals. Moving on to "resus" - awful dark, hot, airless, lightless (could not see any windows) drab and Dickensian. Still, the lovely doctor carried on and gave us the best service. Out at reception, my son and daughter arrived 20 minutes after the ambulance. A and E reception, no record of him, even suggested he might not be there yet! Then said could be in one of 3 places. Not good enough Medway Hospital, my husband could have died, those precious minutes matter. Her manner was, let us say, not urgent! They noticed behind her shambolic, unfiled paperwork - the most overflowing entitled "bits and bobs" - doesn't really instil confidence. Medway Hospital, I am a great supporter of you, I am scheduled to start volunteering with you, I am a member of NHS Foundation Trust and have attended some super talks about your work I want to find good things when I come to you and I did, but there are areas that badly let you down and the good that you do and some of the super staff that you have.

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Response from Medway Maritime Hospital

Thanks for sharing your experience of your recent visit to the emergency department whilst accompanying your husband. Also thank you for writing a detailed review of where we are getting things right and some of the simple things, like ensuring staff display their name badges clearly, we can do to reassure patients and improve the experience they have. Your observations around a particular staff member’s behaviour are worrying and do not reflect the professional, compassionate and caring standards we expect from every member of staff. I would appreciate a conversation with you to gather a bit more information about that matter. The experience your son and daughter had upon arriving at the emergency department is also unacceptable and I will address your comments and concerns around administrative processes. As a staff governor, I am pleased to hear you are a member of the foundation trust and I'm glad you have enjoyed members' talks. We are working hard and really committed to making improvements and I do hope you will remain a great supporter of Medway Maritime Hosptial. Inmaculada Diaz Alonso Clinical Lead, Emergency Department inmaculada.diaz-alonso@medway.nhs.uk 01634 830000 x3322

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