"From a concerned mother-in-law"

About: The Tunbridge Wells Hospital

My daughter-in-law was taken to Pembury via Maidstone A&E because of severe stomach pains. She was placed in the SAU awaiting CT scan and ultrasound. She was given 2 separate times for this to happen, but 24 hours later was still waiting! Despite asking the nurses on numerous occasions the response was always the same, - they are aware you are waiting and the porters will be here soon to collect you. What a load of rubbish! Seems the scanning dept didn't even know she was there. Why oh why didn't at least one of the nurses check? She was left in excruciating pain, nil by mouth with pain relief very hit and miss. When she eventually had the scans the nurses advised her that they would be looked at that night. Once again, what rubbish, no one saw them and despite asking the nurses what's happening produced shrugging of the shoulders and 'someone will be round to see you soon' To date, she has been in SAU for 2 days, still nil by mouth ( and not eaten for the previous 6 days) given intravenous paracetamol , and very unsatisfactory information as to what is happening. I visited her this afternoon and spoke to a nurse to express my concerns, my daughter- in- law is looking very gaunt having lost a lot of weight, apparently they are concerned as well! What a shame the 'caring profession' couldn't care a bit more. My visit also 'secured' a visit from the Registrar later this afternoon to give her some answers because I asked for the visit. At the time of typing this ( 7 hours later) she is still waiting! I could have cried when I left her there, I felt so helpless and she looked so despondent. It wasn't as if they were busy, 4 patients was all I counted there. I will be taking this further, her treatment, lack of information supplied, and catalogue of errors leaves me cold. I hope I never have to be treated there myself.

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Response from The Tunbridge Wells Hospital

Dear Loraine, thank you for taking the time to leave your comments. We were sorry to read of the problems your daughter-in-law has encountered during her admission to the Surgical Assessment Unit. We would encourage you to contact the Patient Advice and Liaison Service on 01892 632953 or email mtwpals@nhs.net, where a member of the team will be happy to assist with any ongoing issues or discuss options for resolving the concerns you ahve highlighted above. We want to ensure that all our patients receive the best possible care and treatment and use all feedback to help us reflect on and improve the services we provide. We look forward to hearing from you. Kind regards, The PALS Team.

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