" The doctors and nurses are ok it's the administrative side causing problems"

About: Maidstone District General Hospital / Ophthalmology Medway Maritime Hospital / Accident and emergency Medway Maritime Hospital / Ophthalmology

(as the patient),

Every person I have met has a different opinion about the working of NHS. The only way to find out the true position would be to collate opinions of all patients and try to reach some conclusion after analysing them.

In my humble opinion, the nurses and the consultants are OK. As they are human beings, some are nicer than others. However I have encountered problems on the administrative side...

There is a room for improvement in the appointment system. It might help if all appointments are made at one place. The appointments should be in accordance with the wishes of the patients.

Sometimes I have trouble in getting a surgery appointment. When I try to ring, I find that the line is busy and remains busy for a long time. All appointments should be accepted and placed in a queue.

I have had trouble getting a hospital appointment as well. Once I had to wait for more than 6 months to get an appointment for Medway Eye Clinic. I suffer from glaucoma and see the consultant regularly at Medway Hospital. However, some time ago, I was denied appointment at Medway Hospital for some unknown reason. The authorities insisted that I could only get the appointment at Maidstone Hospital.

I would like to point out that I am an old person and suffer from arthritis. I live only a few yards away from Medway Hospital.

My experience with the Emergency Situation is not a happy one. It is very difficult to call a doctor at night. Once I was able to make the appointment but the doctor did not turn up. We had to wait all night for the arrival of the doctor. I have visited Accidents and Emergency department a few times. I had to wait for a very long time. Minimum waiting time is 3 hours.

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Response from Suzanne Brooker, Head of Patient Experience, Medway NHS Foundation Trust

Thank you for your recent feedback.

Please accept my apologies that you had encountered problems with the administrative side of things when trying to arrange an appointment.

All new appointments are currently made in one place and all follow up appointments booked through individual secretaries.

I understand that patients are currently experiencing difficulties in getting through to secretaries as the lines are often busy and remain busy for a long time. This is an issue we take seriously and are addressing with all the departments and service managers.

The eye clinic you refer to now holds the majority of its clinics at Maidstone Hospital making it difficult for some patients to access, although we do have a few clinics still running from Medway. At your next appointment, raise the issue of access, to see if it is possible to still be seen at Medway, making it easier for you to attend.

Your experience in the A and E department is something we are addressing

through improved mechanisms for seeing and treating patients in a timely manner.

A review of And E is currently underway which will include waiting times.

Thank you for bringing these issues to our attention in order for us to improve the services we provide.

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

Update posted by Punjab (the patient)

I have read the response to my opinion. This is to let you know that I am very satisfied with the response. A different response would have disappointed me. I am glad that it has proved worthwhile to narrate my experience with the National Health Service.

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