"Very bad experience at CRC and hospital with..."

About: Darent Valley Hospital

We are parents of premature baby. We have an assinged pediatrician in Children's resource centre. To contact them or their secretary is almost impossible. We left messages on phone and personally whilst visiting hospital in childrens centre reception. We didn't get any further than getting promise that someone will come back to us that never happened. We had to chase them to find out about test results and just to find out the reason for another test. There was no one to explain. I understand the doctors are busy as same pediatricians work on Willow ward but that might be the reason to change something in children's centre organisation. We didn't have a pleasant experience questioning ourselves why and what if. Another bad experience we had was with physioterapist. We were reffered by pediatrician. We waited for a letter or an appointment for nearly 5 months. It hasn't come yet today. Same story different department. We tried to reach them on phone few times.

Been promised to get calls back, that happened just last time of calling. They said for some reason we been missed and apologised. But the other day physioterapist phoned us saying that we didn't match their criteria but now we do. I wonder what happened and what criteria they looking at even without seeing a child once and knowing the physical development. We are still waiting for an appointment letter that is supposed to be at the end of the month nr6 of waiting. If I could I would never go back there and will never suggest anyone their services not professionaly but technically organisation of this centre really does need lots of improvement. We have visited Willow ward before as well, which was ok, except the long wait to be seen by someone. And very bad experience with blood transfer. We spent a day there just waiting for a blood transfer when by afternoon we been told that blood may arrive at the evening and then there is not enough staff members to do it safely, so we were suggested to go home and come back next day. And that all with a baby born two months early and just couple of months old at a time. I hope we been just unlucky and other parents are happy with the care they received. But this has been way too much for us. Very very dissapointed and concerned about the way it works every time for us.

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Response from Darent Valley Hospital

Dear Concerned Parent

We were very sorry to read about your experiences at the hospital and fully appreciate how distressing this must be for new parents. If we can assist you further please do contact our Patient Advice and Liaison Service (PALs) on 01322 428383 or email dgt-tr.pals@nhs.net so we can investigate further the concerns you have raised.

Kind regards

The Communications Team

Darent Valley Hospital

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