"Unhappy with care and communication"

About: William Harvey Hospital / Accident and emergency

(as the patient),

I was on a coach awaiting a ferry at Dover.

I apparently had some some sort of seizure and I passed out.

The next thing I remember was being in the ambulance. The paramedics were brilliant. I was rushed to the the William Harvey hospital. Thereafter the patient care went downhill.

I was admitted to the hospital and waited on a trolley for 7 hours before being seen. When eventually I was seen by a doctor (fortunately with my wife with me to explain the circumstances) the staff admitted that they couldn't find (or had lost) the paramedic's records (which were fundamental).

The staff seemed unconcerned and didn't care and they were never found.

By midnight I was transferred to some other ward with various tests undertaken. No explanation to me as to what was happening.

The next day I was again subjected to numerous tests without any explanation as to what may be the problem. I was attended by four doctors during my stay in the hospital. Everytime I had to explain the circumstance of why I was in the hospital. The doctors obviously don't communicate with each other.

After all the tests (which proved to be satisfactory) I asked if I could undertake any further investigation through my local GP and hospital (6 hours drive away).

This was agreed and a discharge notice was prepared after a number of hours. There were many inaccuracies in it as though it been rushed out without consultation between the doctors concerned.

The staff were mainly trainees (it is a teaching hospital) and did not appear to have adequate supervision and guidance.

In the discharge notice, it stated that my GP should arrange a CT head scan and an appointment with a neurologist. Why was that scan not done when I was in the hospital when another CT scan was done? My home GP couldn't believe it.

I was pleased to get away from William Harvey.

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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

Thank you for taking time to provide feedback and I am very sorry that you did not receive care of a standard that we would normally expect our staff to provide. I will ensure that your feedback is discussed within the department. If you would like to talk to me more about your experience, please do email me on Julie.pearce1@nhs.net.

The A&E department has been extremely busy over the past 10 weeks and we have tried to provide staff to A&E and the clinical decisions unit. However, it has not always resulted in things running as smoothly as we would expect. Your observation of inconsistencies in supervision is correct. Staff have found it very challenging to provide the appropriate level of supervision for new staff under the circumstances.

We are soon to have additional capacity for CT scanning which will bring down the waiting times. We aim to provide very urgent scans within one hour of referral and the extra scanning capacity will enable us to provide this as part of our service standard for all patients coming through A&E.

I hope you are continuing to make a full recovery.

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