"Very poor performance, never been treated this way..."

Anything else?

My experience at this hospital was bad from the outset. Firstly I was delayed in the referral system and it took 4 weeks for what was considered a potential emergency situation. Fortunately I was given the 'out' that should the condition get worse then go straight to casualty and ignore the appointment!

When I did get through to KES hospital they decided to make it a casualty appointment at 2:00pm on which basis I should be seen fairly quickly.

So now turning to the actual day:- I turned up at 1:30 slightly early, and the reception informed me quite rightly of a potential wait of 1-3 hours. Not what they said on the telephone in fact exactly the contrary. After about 5 mins I was invited into a room and asked to read an eye test. The process took less than a minute and was asked to wait outside again. We later found out that that was 'tri-age'. There was no discussion of pain, problems, causes, symptoms or any detail which would allow someone to assess the state of the patient.

Jump ahead now 2 hours, with not a single change in the waiting process. In that time we had seen nearly two full changes of other people in and out of the waiting room. I approached the receptionist but they could offer no further information but also suggested there was no queuing system as such and therefore they could not give any progress on my situation. We gave it a further 15 mins and gave up, a second receptionist tried to find out something about my progress but came back equally mistified.

I walked out of the clinic without any treatment but was informed I couldn't leave until I had signed myself out. I politely declined!!!

This experience was not a pleasant one, and on one of the hotest days of the year, sitting in ill conditioned corridor, for well over 2 hours with not a single sign of progress you can image my demeanour.

Story from NHS Choices

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