"Poor experience of out of hours minor injuries Kent"

About: Kent & Canterbury Hospital / Accident and emergency

(as the patient),

I attended a pre-arranged appointment at Kent and Canterbuty made by the 111 out of hours sevice for 18. 35. I was seen on time and duly given prescription by GP for Antibiotics as I had been bitten resulting in severely swollen ankle and hot red track marks up to my groin, so obvious infection. Then asked reception where I could get prescription filled and was told to go to Boots at Wincheap which has a Midnight Pharmacy. Wasn't open when we had driven there! Phoned 111 and was advised no late night pharmacy anywhere near and to return to hospital. This we did only to be told to return to Boots as Pharmacy was a little window on Left! Back we went. Was closed and no-one there! Back to hospital again, where receptionist advised by colleague Boots no longer open late night.

I was limping badly, in a lot of pain and feeling very tearful so my husband went in the third time leaving me in the car. He insisted that the prescription needed filling and only after further consultation the GP I had seen did they give my husband the antibiotics.

It is also worth mentioning that the receptionist was very reluctant to ask GP and told my husband he would have to get the prescription filled in the morning. My husband was very insistent as the GP had advised me if the tracking on my body got any worse, I must phone in to arrange coming in for intravenous antibiotics. I feel the receptionist as a front line contact should have up to date information about services and definitely be more empathetic to the needs of people obviously unwell. I was left feeling very worried for others especially the more vulnerable who may not have support like I had.

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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 feedback about the out of hours GP service which operates from our hospital site but is provided by another organisation IC 24. I will ensure that they see your feedback and hopefully we can work together to improve the information available about community pharmacy services able to dispense a prescription.

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