"A&E via ambulance"

About: Medway Maritime Hospital

My wife had need of care 17:00 3rd march and our local surgery advised via phone that we phone 999.an ambulance arrived in short order followed some minutes later by a second.the four staff appeared very young (but we are in our 70's).the young lady on the second ambulance was briefed and soon took over decision making. And I'm told kept my wife in lightened conversation all the way to the hospital.(on reflection there is a nagging question in your mind as to the competence of the first two to arrive but that's perhaps due to being in a fortunate position of being able to compare!). The staff in the cramped porta cabin extension received her cheerfully and appeared to be able to deal with shunting people around to fit them all in with the least amount of inconvenience to the patients and their numerous followers.After various tests,odd offers of tea,moving of their trolley desk so patients could visit the toilet she was moved into another department for further assessment where the same cheerfull competence was displayed by the staff in more fortunate conditions.The doctor assessed her condition fully and clearly at the end of all the tests and my wife was fortunate and happy to be sent home after 5 plus hours of thorough examination and care. Medway hospital has not enjoyed a very favourable reputation of late and my wife has experienced your shortcomings some years ago when she required a serious operation and experienced peoples mistakes. Many departments appear to be grossly over staffed and not all seem to be caring or indeed concerned. But,I've criticed privately so:- I cannot fault the care of ambulance staff assisting the patients and nursing staff ,moving trollies cheerfully in cramped conditions,the ancillaries working around all this,and the doctors appearing calm and reasoned.I have only experienced A&E from walking through the door and that is a horror of the first order,caused in main by the calibre of your customer and the quantity of them that have no real need to be there.We thank you for the care provided.

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Response from Medway Maritime Hospital

“Thank you for your very positive comments about how your wife was care for, not only by ambulance staff, but also emergency department staff. I am very pleased to pass your feedback onto the rest of the team. Our initial assessment unit is currently only a temporary measure while we wait for a big refit of the department. This will include a bigger initial assessment unit. Once again, thank you for providing your feedback. Inmaculada Diaz Alonso Clinical Nurse Lead - Emergency Department inmaculada.diaz-alonso@medway.nhs.uk

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