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The Tunbridge Wells Hospital
2021-06-28
Person
2
5
0
28th June 2021
I was directed to Maidstone Hospital A&E by NHS 111. I was given an arrival time of 16.51 and given the impression that they would be aware of this. I arrived slightly early and having been temperature checked directed to reception. There were three receptionists two of who were dealing with other people. I stayed back waiting to be called forward. Frankly, I felt like I was invisible as first one receptionist became free and failed to notice I was there. Then another became free with much the same result. After several minutes another person arrived and was also waiting. The receptionist beckoned to this person, asking if he'd been there longest. When I said I had been there longer the receptionist must have picked up on my surprise and began trying to defend the lack of attention given. Booking in it seemed they were not aware of any of the information I had already given to 111. No wait time was given or available. I was seen by a triage nurse after around an hour then sent back to the waiting area. After another long wait I was called along with 2 others and taken to "Minors" and directed to the waiting area. No information as to how long the wait would be. By 21.30 there seemed no likelihood of being seen still so I enquired if there was any indication of when I would be seen. I was told there were 5 people ahead of me but still no estimate of time. I was asked about why I was there and given some alternative options for possible care. With my wife waiting in her car in the car park and no information on when I might be seen, I reluctantly left. The whole experience was awful. I appreciate that these units are busy but there must be better ways to manage the flow of patients. Other people were also fed up with the delays and some also left. Hopefully my condition isn't as bad as I fear and one of the offered services can help further. I would not use Maidstone Hospital if I have the choice in future.
Suggested improvements
I had no issue with the medical staff but just about everything else needs to be improved.