About: William Harvey Hospital

What I liked

the staff were very sympathetic and helped me out of a dfficulty created by bad mamagement

What could be improved

the appointment letter yo attend the warfarin clinic said 11am and gave a phone nmber to alter or decline that time and to present the letter on arrival. It gave no indication whatsoever that I would be put in first one queue and then another and eventually taken to a room and left there to watch a video. I was so annoyed I could easily have lost my tempwer and thrown something at the staff. Why provoke frustration and then put up notices saying you won't tolerate abuse? It is obvious that in management's view patients are only a necessary nuisance unfortunatelt.

A lwtter of appontment should warn ignorant patients that theymay be messing about for an hour and a half at least on their first visit.

Anything else?

II have other complaints .

I attewnded the annual members meeting and look forward to following progress and attending next year.

Unfortunately I did not hear about the whatever it was yesterday evening until too late to arrange to attend.

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Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust We are preparing to make a change

Dear Ms Hallwood, I am very sorry that you had such a poor experience of our clinic service and were left waiting without information or explanation of what to expect on your first visit. We appreciate you feedback and I will talk with the service manager to ensure that we provide patients with appropriate information before and during the clinic visit. I will also explore our appointment process to see if we can provide patients with a specific appointment time to avoid the long waiting times.

If you would like me to arrange for you to meet with our service manager to explain your experience, then I would be happy to arrange for this to happen. I can be contacted on Julie.pearce1@nhs.net.

Thank you again for taking the time to provide feedback.

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