William Harvey Hospital (Ashford)
Kennington Road, Willesborough, Ashford, Kent, TN24 0LZContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled great practive
Rated 5 stars out of 5
by Anonymous - Posted on 10 December 2022
I was rushed to this hospital from dartford after heart attact. I was taken straight to unit to have a stent put in which they completed and saved my life along with the ambulance crew. I has taken up to the ward in cardiac care unit and stayed for 3 days, and looked after very well by nurses and doctors. Thank you. I hope not to be seen again but if anything happens again I know i be looked after.
Visited Cardiology on December 2022
Review titled William Harvey Hospital (Ashford)
Replied on 12 December 2022
Thank you for taking the time to tell us about your recent positive experience at William Harvey Hospital. Your comments will be shared with the team. We wish you a continued good recovery.
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Review titled Amazing doctors and nurses
Rated 5 stars out of 5
by Anonymous - Posted on 02 January 2023
My mother in law was taken into your hospital just after Christmas and the staff from nurses, doctors to the domestic staff and porters were so friendly and helpful and just a credit to the hospital. They were run off their feet but still they were smiling and happy. Thank you to all in the a and e department
Visited Accident and emergency services on December 2022
Review titled William Harvey Hospital (Ashford)
Replied on 03 January 2023
Thanks for taking the time to tell us about your mother-in-law's experience. Your kind words are very much appreciated and will be shared with the team. We wish your mother in law a speedy recovery.
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Review titled Total lack of contact
Rated 2 stars out of 5
by Sarah - Posted on 05 January 2023
My husband was taken to A&E 30/11/22 as a result of liver damage, after 8 days on AMU (during which he was given a stomach drain) he was moved to Kings as there were no beds available on Gastro. Despite numerous calls to the ward and personal requests that they relay information directly to me as well as my husband, due to his short term memory loss, I have been contacted once to advise that he had had a fall. I also witnessed him have a fall and was assured that I would get a call after his MRI. 6 hours later I rang him and he had had the scan and the results and still no one had contacted me. 5 weeks on, we are still completely uninformed on what his current health is, what is causing concern to keep him in so long or what the next steps are in his recovery. And due to the falls, he is not allowed to leave his bed unless in a wheelchair and accompanied by a member of staff but isn't being given any physio to help strengthen his muscles to avoid future falls, nor is anyone talking to him about his increasing levels of depression. All that being said, I find the staff are friendly (tho very overworked) they just don't seem to have any answers when asked about his condition or be able to give me the name or put me in contact with someone that can answer me. Please understand that I do appreciate everything that they are doing to help him and that they are being pulled in a million directions all at once, but it does nothing for family members that don't live locally, are working and reliant on trains(!), trying to reassure young children that daddy will come home soon(ish) and we'll do a proper Christmas then.
Visited Gastrointestinal and Liver services on December 2022
Review titled William Harvey Hospital (Ashford)
Replied on 08 January 2023
Thank you for letting us know about your husband's current situation whilst a patient at William Harvey Hospital. I'm very sorry to hear about the lack of communication and other concerns you have. I will contact the service and ask for them to provide some comments on this. I will then post an update on here. Best wishes.
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Review titled Very poor communication
Rated 2 stars out of 5
by stuart stubbs - Posted on 16 December 2022
The lack of communications between family members and patients through receptionist absolute disgrace. I've got to leave my job and lose money to go and find out what's happening with my relative
Visited Accident and emergency services on December 2022
Review titled William Harvey Hospital (Ashford)
Replied on 19 December 2022
I'm very sorry to hear you've had difficulty getting through to the hospital. If you want us to look into this please do contact our Patient Advice and Liaison Service (PALS) on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Review titled Amazing Doctor
Rated 5 stars out of 5
by Anonymous - Posted on 18 November 2022
Was referred from my optician for a serious condition today and was called within a few hours for an urgent eye clinic appointment. Given it was an emergency clinic I expected a bit of a wait, but when I was seen the doctor was very thorough and arranged for my onward referral as the condition couldn’t be rectified there. It was clear the doctor was very busy, dealing with multiple cases while seeing to me, and how they did it I don’t know, but I felt my care was still excellent. There probably should have been more staff on the department truthfully, but those that were there were doing an excellent job under a lot of pressure.
Visited Ophthalmology on November 2022
Review titled William Harvey Hospital (Ashford)
Replied on 22 November 2022
Thank you for taking the time to give feedback about your positive experience at William Harvey Hospital. We will pass your comments to the team and we hope your condition is resolved.
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Review titled Very efficient
Rated 5 stars out of 5
by James Montfort-Bebb - Posted on 20 November 2022
I came I yesterday with a deep gash to the face. Process was quick, polite and efficient. Thank you.
Visited Accident and emergency services on November 2022
Review titled William Harvey Hospital (Ashford)
Replied on 22 November 2022
Thank you for taking the time to share your experience of treatment at William Harvey Hospital. I'm pleased to hear you were seen quickly and that staff were polite and efficient. I wish you a speedy recovery.
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Review titled Poor attitudes and lack of communication
Rated 3 stars out of 5
by Barbara White - Posted on 19 November 2022
I presented with my Husband at about 1400.He had a possible foreign body/abrasion of his right eye. We sat in the waiting area of of the minor injuries area. No staff were visible when we arrived so we joined the other patients in the waiting area ,who informed us they had been waiting a couple of hours. We understand that a wait in any dept is to be expected ,however it was the lack of information and updating of wait times/delays by staff or even written info on a board that I find unacceptable. When people are waiting for treatment/assessment they are usually feeling apprehensive and vulnerable. A friendly face, welcome and information would have been what I would expect in order to help patients feel more at ease and cared for. The HCA who was in the area did not communicate with anyone apart from when she chastised a waiting patient who was in considerable pain. He had apparently been waiting 4 hours and she called his name and he said he wasn't able to walk because of his back pain, the HCA shouted in a loud rude manner 'how did you get into the chair then'? Other patients privy to this in the waiting area were as shocked as I was. The Nurse who eventually attended to my Husband did not introduce herself and I felt she was from her attitude completely fed up . I showed interest in what she was doing as I have had some previous experience within Ophthalmology .Unfortunately she was not happy with my questions and this showed in her attitude .I understand that when you work in a busy dept you face many challenges ,but what I don't understand is the miserable, apathetic attitudes of staff and the complete lack of communication. We left the area after a couple of hours with the correct treatment for which I am grateful however the experience of visiting the WHH leaves me saddened What has happened to the Trusts Values ? People feel cared for as individuals ? People feel safe, reassured and involved ? People feel teamwork, trust and respect sit at the heart of everything we do ? People feel confident we are making a difference ?
Visited Urgent Treatment Centre on November 2022
Review titled William Harvey Hospital (Ashford)
Replied on 22 November 2022
I am very sorry to hear about your experience when your husband was seen in minor injuries at William Harvey Hospital, in particular the poor communication and the attitude of the member of staff. Your feedback will be shared with senior colleagues, however if you would like us to look into what happened in detail, please contact our Patient Advice and Liaison Service (PALS) to provide some more details. You can call them on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Review titled Not so urgent care unit!!
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2022
Arrived at A&E and at first the service appeared very efficient, but thenI arrived at the urgent care centre, which was anything but urgent. I was seen quickly by a nurse , but after that it went down hill. At first there were (2) two doctors, who only saw one patient an hour each. The work load must have been overwhelming, because the male doctor put on his jacket and left. The lone doctor then took a patient who had been at the practice since 15:39hrs, whilst leaving other patients to wait who had been there since 13:00hrs. Whilst I was there more patients left than were seen by the doctor. I have now been at the hospital for over seven hour’s wondering why the NHS is not given more money.
Visited Urgent Treatment Centre on November 2022
Review titled William Harvey Hospital (Ashford)
Replied on 07 November 2022
I'm very sorry to hear that you had this experience in the Urgent Care Centre at William Harvey Hospital. I hope that when you were seen you got the treatment you needed. We'd like to look into what happened but to do this we'll need some more information from you. If you'd like us to do this please contact our Patient Advice and Liaison Service (PALS) on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Review titled The last place I would ever want to visit again.
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
I visited the A&E on two occasions regarding the same issue. It altogether took ridiculous hours (I think 8 altogether). They were completely overwhelmed with the number of patients, understaffed and clearly not coping. To add insult to injury, the prescription was handwritten in such illegible fashion, it could not be realized at my local pharmacy, because the pharmacist couldn't even figure out what was prescribed, and the dose was a hieroglyphic squiggle. The pharmacist tried to contact the hospital to no avail and had to give up after 45 minutes, because they were closing. I tried to contact the hospital for 2 days, just being shuffled about and stonewalled. I phoned my GP, and it became alarmingly clear there was no prescription mentioned on my discharge form. It finally took either 111 or patient advice service to get to the hospital and receive assurance I can pick up my medication the next day (remains to be seen how this will work). No apologies, absolutely none. I was treated like an obnoxious nuisance, not an ill patient with a real issue. Just dreadful.
Visited Accident and emergency services on November 2022
Review titled William Harvey Hospital (Ashford)
Replied on 10 November 2022
I am so sorry to hear that you had this experience. If you would like us to look into this further, please do contact our Patient Advice and Liaison Service (PALS) on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 19 November 2022
Presented at a&ewith my father.. the service was poor didn’t know where to report. The initial nurse hardly spoke to us and answered question without asking for the correct info this was then reported incorrect on the form. The receptionist was moody and did not listen and got dob and allergy info incorrect. She was talking to patient behind us whilst being dealt with. There is no privacy to be initially triaged in the utc everyone In reception can hear personal info and medical concern. There’s no idea of any waiting time. Covid notices are out of date on display. And forms being used are out of date and not current for guidance on covid-19. This can be confusing. The technicians appear uninterested on presenting to the centre. There should be a receptionist on reception. Over poor first impressions.
Visited Urgent Treatment Centre on November 2022
Review titled William Harvey Hospital (Ashford)
Replied on 22 November 2022
I am sorry to hear about your recent experience when attending the Urgent Treatment Centre at William Harvey Hospital with your father, in particular that you were not listened to, that information was not recorded accurately and that staff seemed uninterested and unfriendly. I also note that the information on display relating to Covid-19 was out of date. Your feedback will be shared with senior colleagues, however if you would like us to look into what happened in detail, please contact our Patient Advice and Liaison Service (PALS) to provide some more details. You can call them on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Information supplied by East Kent Hospitals University NHS Foundation Trust