"short stay surgical unit pembury hospital. Bad..."

About: The Tunbridge Wells Hospital

My wife attended this hospital at 7.15am to undergo an operation and a stay of two days. After a few minutes to say goodbye to my wife I was asked to leave the waiting room, I was give a slip of paper with two telephone numbers on it, and told to phone these numbers if I had any queries. I telephone at about 11am to ask about my wife's progress, the nurse informed me she did not know other than they were expecting my wife at any time, she then asked me to phone back in an hour, this I duly did and was again told they were expecting my wife at any time. I was again asked to ring back in an hour. I then rang every hour on this number only to be fobbed of. At about 5pm I again rang to enguire the whereabouts of my wife. I spoke to what I can only say was a rude nurse. I had had enough. I then travelled from my home address to the hospital to attempt to find my wife myself. It was in the car park of the hospital at 5.30pm I received a mobile call from my wife who told me where she was--the theatre recovery room where she had been left all day, indeed she was also left there the following day. The only refreshments she was offered the first day was a cup of tea and a sandwich and a packet of crisps, and the following day she had to ask for something to eat, she was given some cereal in a paper bowl and tea, she was told she was lucky because they didn't do meals down there. The consultant was due to do the ward round on the second day, but it appears he forgot my wife and another of his patients who were left in the recovery room which was no better than a corridor. My wife was informed the consultant would not be seeing her as he had other business in Maidstone Hospital. You stated in the original letter to my wife that you would try and make her as comfortable as possible, in my opinion you have fallen far short of this aim, infact I think it was disgraceful, so much so, I have had to write this letter, something I normally never do. If in future I have to attend Pembury Hospital for any reason, I would not look forward to it

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Response from The Tunbridge Wells Hospital

Thank you for your comments and please accept our apologies for the delay in responding to you. We are very sorry to learn of your wife's poor experience following surgery at Tunbridge Wells Hospital and would invite you to contact the PALS (Patient Advice and Liaison Service) Team at Tunbridge Wells Hospital on 01892 632953 to discuss this further. In the meantime and ahead of your contact, we will forward on your comments to the Matron for Surgery, who is responsible for the Short Stay Surgical Unit. With kind regards, The PALS Team (TK)

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