"Could do better"

About: William Harvey Hospital

Anything else?

My 86 year old mother was admitted to A & E after a fall. The standard of care of her basic needs was very poor and dread to think what would have happened if we had not been there to provide them. At one point I asked for a commode and when a staff member eventally did arrive with it: a) it was too late and b) he asked that we find someone else to help as he had something else to do and left! After that I helped to the toilet myself. We was at the hospital for 6 hours and still waiting for an assessment to be done, when told that they did not know when a mobility assessment would be made. Not good enough William Harvey.

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

Thank you for providing us with feedback and I am very sorry to read of the experience for your mother and yourself. I know that the department has been very busy since Christmas and it has been difficult for us to assess and treat everyone within the 4 hour standard. We are working with our community services colleagues to share our resources so that mobility assessments are undertaken in a more timely way. We do try to avoid admission to hospital if we can and this does need joint work with community services.

We do take feedback very seriously and I will share this with our commissioners and staff as an illustration of the need for more assessments being made available from community services and working together to achieve a better service for patients.

I do hope your mother is recovering - please do email me if you would like to talk to me about your experience. My email address is Julie.pearce1@nhs.net

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Response from William Harvey Hospital

We are sorry to hear of the problems that your mother and yourself have experienced. If you wish to discuss the problems you experienced and how they can be taken forward you can contact the Patient Experience Team at ekh-tr.patientexperienceteam@nhs.net or 01227 783145. We would like offer our apologies for your experience and thank you for your feedback which will be forwarded to the A&E department to ensure that services are improved as a result.

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