"Ward 30"

About: The Tunbridge Wells Hospital

My mum went in for a replacement hip operation, the letter said arrive at 7.30am. Coming from outside the area, we arrived at 6.50am. All her observations were done very professional by 9.30am. Then came the wait... everyone else went in, finally at 3pm one of the surgical team arrived, my sister and I let out a cheer hurruh !!! Said goodbye to mum, as we had been there a while, I said to my sister we should get a discount, she asked in the foyer "Help" desk they said they didn't know anything about this sort of thing. Went to the ward, the admin lady gave us a signed piece of paper which we had to take to yes you've guessed it the "help" desk, where she stamped it !! All the family are taking in turns to get through on the phone to ask for an update, no luck,, even the switchboard are fed up with keep trying, am sat on the phone for 20 minutes now sigh.

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Response from The Tunbridge Wells Hospital

Dear Lindsey, thank you for taking the time to leave feedback on your recent experience of Tunbridge Wells Hospital. We were sorry to learn that you did not receive the level of assistance you expected from the help desk on the day of your mother's admission and that your family have had difficulty in contacting the ward. Unfortunately, there can be delays in answering the telephones on the wards if all the staff are attending to patients. As you will appreciate, patients' needs must take priority, but we do recognise how frustrating this can be for relatives and friends trying to make contact and we have passed your comments on to the teams involved. If you would like any detailed feedback on these issues, please do not hesitate to contact the Patient Advice and Liaison Service at mtwpals@nhs.net or by telephone to 01892 632953. Kind regards, The PALS Team.

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