"A&E sadly lacking"

About: The Tunbridge Wells Hospital

I attended A&E at 9:20am on a Saturday morning following a fall the previous evening. Despite the wallboard announcing 'average wait time within the last hour = 30 minutes' I had to wait over 3 hours to be seen. When I arrived there were around 10 people in the waiting area and all were triaged within 20 minutes, which was good. However, it went downhill from there. The issues were: No-one was updated , at any time, what the approximate wait time was The TV continually indoctrinated us about cleanliness and the great things the NHS were doing, but the waiting area was dirty, with used tissues left on the floor, missing seat bases and most worrying of all, empty anti bacterial cartons on the walls (many people tried to use these but with no benefit. The trouble being that the three members of staff never left their desks other than to have a break and eat . . . in front of everyone (food and drink is horrendously expensive by the way). When people did ask how long the wait was (the TV told us to do this) we were looked at as though we were a) disturbing their day, and b) met with a terse remark that 'you'll just have to wait'. Anyway, there was loads more issues but you get the idea. An awful experience.

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Response from The Tunbridge Wells Hospital

We are very sorry to hear of your recent poor experience within the A&E Department at Tunbridge Wells Hospital and have forwarded on your comments to the Matron for A&E, who will carry out an investigation. If you would like to receive some feedback, please do contact the PALS (Patient Advice and Liaison Service) Team at mtwpals@nhs.net or by telephoning 01622 224960 and this can be arranged. Thank you for taking the time to provide us with your comments, which we value as they help us to improve the services provided by Maidstone and Tunbridge Wells NHS Trust. TK

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