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"Poor Triage Service"

About: Maidstone Hospital / Accident and emergency

I attended A&E following a second TIA episode and was sent directly from my GP to Maidstone hospital. I arrived thinking I would be seen fairly urgently. After 11/2 hours my wife checked with the reception desk to see if I had been forgotten, they said I'd be seen soon. After another 30mins with several people arriving and being seen before me my wife spoke to the Triage nurse who said "it's ok as it's only an eye problem that wasn't serious and that I'd be seen next, it's nothing to worry about". I wasn't seen next.

When I was seen by the registrar they were excellent and gave me a though check up and referred me to the stroke unit. They also sent me to see the same Triage nurse to have my blood pressure checked. Waiting again outside their office nothing happened until the doctor saw I was still waiting so took me in and did it themselves. When the Triage saw what was happening they apologised and said they had forgotten to do it!

I do understand the pressure their position involves but both their advice and service and attitude were, in my opinion, poor. I'm also curious as to how cases are prioritised as the receptionists seemed to thing I simply had an eye problem?

Story from nhs.uk

Responses

Response from Maidstone Hospital

Dear James

Thank you for writing about your recent experience in the Accident and Emergency department at Maidstone Hospital. We were concerned to read of the delay in you being seen and the lack of communication regarding expected wait times. So that we can look into this further we would encourage you to contact the PALS office at mtw-tr.palsoffice@nhs.net. We will then be able to investigate your particular case and feedback directly to you. With kind regards, the PALS team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful