"Nightmare A&E"

About: William Harvey Hospital

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This is a very late review but I have only just found out the name of this hospital that I attended and feel it is necessary that I share my awful experience. On the 1st of January 2013 in the early hours of the morning, I attended A&E in Kent. I was informed by someone in the waiting area that this was in Ashford. I had fallen down a flight of stairs in London after watching the fireworks off a balcony at a set of flats. I had injured my right ankle and was unable to walk without being in pain. Heading back from London I was going to attend my local A&E but could not bare the pain any longer. As I work in the A&E department at my local hospital, I expected quite a long wait, especially since it was New Years. After seeing triage I was sat for quite a while in pain. In my local hospital we are able to check the system and make a rough estimate at how long it will be til you're seen. With this in mind, I politely asked the receptionist how long she thinks it may be til I am seen. The reply I got just took my breath away. "This is Accident and Emergency. Do you even know what that means?". The way it was said was so sarcastic and I have never been spoken to like that before, especially by a member of staff on a front desk!! I also had to go for a couple of x-rays on my ankle and knee, and the late night x-ray staff were so rough I was literally crying in pain. Luckily enough I had not broken my ankle, as I'm sure they would of broken it a few more times with the amount they pulled it, even when I told them please be a bit more gentle. This was all in all my worst ever experience in a healthcare facility and I am glad I live very far away so I never come here again. What a poor experience by the NHS Staff at this hospital.

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

Thank you for feeding back to us and I am sorry that you had a poor experience of our A&E department last January.. I will share your feedback with staff and I am am sure they will be disappointed to read of your experience. It will be an important reminder that the attitude and behaviour of one or two staff can have a detrimental impact on the reputation of the whole team.

During 2013 the A&E team at the William Harvey hospital have embraced our We Care values and are working hard to give an efficient and effective service with care and kindness. I would hope that if you needed our services again you would have a better experience.

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Response from William Harvey Hospital

Thank you for taking the time to post your comments. If you would like to discuss how we can take forward the concerns that you have raised can you please contact the patient experience team. I have provided the contact details below. In the meantime I will forward your feedback to the division so it can be used to ensure services are improved. Patient Experience Team Telephone number - 01227 783145

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