"Rapid Response - hardly !!"

About: Maidstone District General Hospital

Why has there been no response & indeed feedback from the hospital?( I reviewed a visit to the eye dept in late february) I even dropped in to the pals office in early may to enquire why the hospital are apparently not taking any notice of their clients comments where I was assured that I would be telephoned the next day… nothing to date!! Amazingly, on my 2nd. Visit to Maidstone eye dept. My file was placed on a filing cabinet & only after my complaint at my waiting time, did one nurse go out of her way to locate my file & arranged for someone to see me during their lunch break. 2 visits, 2 very poor experiences… in fact 100% very poor. I have now had an operation in the eye dept. On the 1st floor - absolutely wonderful experience. Thank you.

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Response from Maidstone District General Hospital

Thank you for taking the time to provide your comments on the services provided by Maidstone and Tunbridge Wells NHS Trust. We are sorry to hear of the poor experience you encountered during your recent outpatient appointment. Please accept our sincere apology for the lack of contact with you following your recent visit to the PALS office. We will attempt to contact you by phone today. Unfortunately, we did not receive your original comments left on the NHS Choices website in late February. We are normally sent an email from the NHS Choices team, which offers us the opportunity to respond, but on this occasion no email was received. We are truly sorry for the lack of feedback to you and will ensure that your comments are relayed on to the Ophthalmology Department. Should we be unsuccessful in making contact with you by phone, we would invite you to contact the PALS team at mtw-tr.palsoffice@nhs.net or telephone us on 01622 224960. With kind regards. The PALS Team

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