"AE Visit - Pembury - Good Treatment but poor..."

About: The Tunbridge Wells Hospital

This is my third visit to A&E and found the same experience. Treatment was good and in good time. However my complaint is with service on arrival which is an important time for patients. Reception staff seem slow and not interested. Basically they need a stick of dynamite under them. They would not last 5 mins in a commercial company. There seems no real rush to do anything and I observed that throughout A &E. You have to queue in the doorway into the dept, a few more patients and we would be out in the road. The A& E reception is Spartan and bleak. This is supposed to be a state of the art hospital! . Surely you can employ professional, smart and knowledgeable staff with an efficient supervisory management structure. It all seemed very amateurish. A&E needs some commercial management to move everyone into second gear. Patients should not be left standing in a distressed condition for significant periods waiting for slow uncaring staff to book them in when they feel like. Better and more dynamic staff should be recruited for A&E reception with a manager breathing down their neck.

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Response from The Tunbridge Wells Hospital

Thank you for taking the time to provide us with your feedback, following your recent A&E visit recently. We are glad to hear that you were happy with the treatment and care received, which was delivered in a timely manner. However, we were disappointed to note that your experience of the reception staff did not meet the same high standards. We have brought this matter to the attention of the Matron, so that your feedback can be used to help improve the service we provide. If you would like any further information, please contact the Patient Advice and Liaison Service (PALS) on 01892 632953 or email mtw-tr.palsoffice@nhs.net where a member of the team will be happy to help.

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