William Harvey Hospital (Ashford)
Kennington Road, Willesborough, Ashford, Kent, TN24 0LZContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Avoid if at all possible
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
My mum was taken by ambulance in the A&E department losing consciousness for a substantial amount of time. She lost consciousness again in the ambulance on the way there and was confused and quite poorly on arrival. I could not believe my eyes, although this particular point is no fault of the staff I have never seen so much chaos. There were trolleys in every available space. My mum was placed in corridor where the new ambulance arrivals wait. She was there for about 6 hours. No water, no food, nothing. I asked repeatedly for water and was told there were no cups by the dispenser.when asking how she could access water the nurse shrugged her shoulders and said I don't know. I had to buy some. I don't mind this but had mum been alone she'd have had nothing at all. She was seen by a doctor had CT scan and told she needed fluids, antibiotics and anti sickness. It took approximately 6 hours for a drip to be put up. By now mum was pretty poorly. This is with constant asking what's happening by me. Then she was moved, another corridor where the nurse (when I found her as the other nurses told me they weren't responsible for her as she was not in their section) she eventually admitted mum had been completely forgotten about. She eventually was told she was allowed food after 9 hours and no one having a clue if she was allowed, and a cup of tea. Seeing the doctor again she was told she was well enough to go home. (She had improved a fair bit once the drip was in) was then told another doctor has changed his mind and wanted more bloods.....four hours later, after being forgotten again and after lots of pushing we were eventually seen and she was discharged. There were vulnerable elderly patients sitting in corridoors completely naked, no screens, no one there to be their voice. When I saw them I reported it immediately to be told by staff they were aware. My heart broke for them, it was very distressing. I had to stop an elderly lady in front of mum in the corridor from taking her medication she had hidden in a bag under her sheets. She clearly had dementia and was left alone for hours at a time. I understand our nhs staff are under increasing pressure, and funding is not their fault. But some of the attitude of the staff needs to be addressed. Unfortunately due to my own ill health I've visited other A&E department all to frequently when extremely busy. But always been reassured I wasn't forgotten kept updated and looked after. This was a shambles and put me in a very uncomfortable position of pushing staff that already extremely busy and being told repeatedly mum was not their responsibility but if things became desperate they would have to help. I wouldn't take her there again unless absolutely desperate.
Visited Accident and emergency services on February 2024
Review titled William Harvey Hospital (Ashford)
Replied on 28 May 2024
Thank you for your feedback. However I am so sorry you and your Mother had such a terrible experience. If you would like us to look into what happened, 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. Alternatively if you would just like to talk more about your experience as an opportunity for learning and wish to raise this purely as feedback please could you contact my team via our email address which is ekhuft.patientvoice@nhs.net We would be very interested in speaking to you about your experience. I wish you and your Mother all the best and again my apologies for the experience you both had. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled A&E - poor care and protocols
Rated 1 star out of 5
by Anonymous - Posted on 04 March 2024
Arrived A&E early hours Friday morning after being sent from K&C minors for CT for possible fractures and internal issues after fall. Accompanying notes not passed to triage after booking in. Triage nurses marked disinterested and uncaring attitude, open booths with no seating for patient so expected to stand and confidentiality issues about personal info sought in public area. Not busy but long wait to be forwarded to majors. Asked triage about pain relief and request for info - told 'I'm rather busy'! Toilet hygiene appalling and needs addressing both areas, along with access to water for patients alone and disabled by injury. Majors appeared understaffed, chaotic, with no direction for patients. Waited many hours for doctor interview to then deliberate how to proceed and discovered they had no documentation of my allergies despite giving info on arrival and red wristband. No wheelchair availability though walking obviously difficult. Can only praise the crisps and cup of tea that arrived halfway through the night by which time I was shaking. Discharged next morning after consultation, worse for the ordeal and no painkiller renewal. Wouldn't visit this hospital by choice again unless major improvement in protocols and vision for humane patient care.
Visited Accident and emergency services on February 2024
Review titled William Harvey Hospital (Ashford)
Replied on 28 May 2024
Dear Patient, I am so sorry to read that you had such a difficult time when recently attending A&E, If you would like us to look into what happened, 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. Alternatively if you would just like to raise your experience feedback please could you contact my team's email address which is ekhuft.patientvoice@nhs.net Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Really kind and helpful
Rated 4 stars out of 5
by Sarah Jane Williams - Posted on 12 February 2024
When I arrived at the hospital this morning I could not find anywhere to park. One of the parking attendants directed me to the Fracture car park. On arrival there a kind attendant directed me to a nearby space, helped me to pay and was reassuring about what might happen if I exceeded the estimated time. I did thank him then and again when I returned to my car but I would really like the hospital to know how helpful the two men were when I was beginning to panic. I would also mention the lovely friendly lady in Reception as well as the volunteer greeter. Thank you - you all helped make my visit less intimidating. Sarah Williams
Visited Don't know on February 2024
Review titled William Harvey Hospital (Ashford)
Replied on 28 May 2024
Dear Ms Williams, Thank you for passing on your feedback. I appreciate how frustrating and difficult parking can be so I am so glad to read that our staff were so helpful and made you feel less intimidated. When patients and their relatives attend our hospitals they do not need more stress and I'm pleased that our staff alleviated this for you. I wish you all the best. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Excellent Service
Rated 4 stars out of 5
by Jacqueline Fancourt - Posted on 19 February 2024
I had a nasty fall and was dreading going to the hospital, because of all the horror stories I had heard about, but my experience could not have been better! From a friendly receptionist when arriving to all the lovely nurses and X-ray department who dealt with me. Luckily I only had a twenty minute wait to see the nurse as apparently to see a doctor was up to four hours , but all in all from arrival to departure it was only one and a quarter hours, with an added bonus of the barrier being up, so no charge for the car park! So well done to all the lovely hard working staff at William Harvey hospital.
Visited Accident and emergency services on February 2024
Review titled William Harvey Hospital (Ashford)
Replied on 28 May 2024
Dear Ms Fancourt, Thank for such lovely words which I will be sure to share with the team. It is so nice to read that you had such a good experience. It is this type of episode that gives our patients confidence and it is so kind of you to pass this on. I wish you all the best. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Could not have been better
Rated 5 stars out of 5
by Gloria Bryan - Posted on 21 June 2024
I was in hospital for a month and could not have wished for better care, from going to A&E to the ward everyone was amazing, on the ward the doctors , nursing staff, catering staff and everyone else were all pleasant and nothing was too much trouble, the ward was spotless, can not give enough praise
Visited Don't know on February 2024
Review titled William Harvey Hospital (Ashford)
Replied on 24 June 2024
Dear Ms Bryan, Thank you so much for your beautiful feedback. Its so great to read that you had such a positive experience throughout your whole treatment episode. I will pass your kind words onto our staff. I wish you all the best. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled A&E don't listen to medical history - start all tests again
Rated 1 star out of 5
by - Posted on 05 February 2024
3rd time here in 3 weeks. 1st time was sent home by Trust Grade Dr who missed my Pe. Second time Dr found it and I was dismissed 5mins after telling me I had Pe with lost lung function (had been there for 18hrs all told) with no advice at all other than take meds. 3rd time in via ambulance and they started trying to chest x-ray again , kept having to tell them I know I have PE but it never got onto the notes, kept in over night "for tests tomorrow" then sent home by different Dr in morning as bloods were normal, so wasted 24hrs of everyone's time despite 2 Dr's saying I needed scans and tests the day before. If a patient has a PE another chest X Ray within 4 days of the last will show nothing in fact the reason Trust Grade Dr sent me home was because I hadn't had my CT which picked up the Pe and he didn't send me for one. This man needs to be told about the mistake and retrained before he sends more women home with life threatening conditions without even suggesting Pe on their discharge form. Was there from 12pm to 11am following morning and on the first day had no food at all as the tea ladies were on strike! Maybe when telling a patient about a life changing illness, giving the patient some information on how it will affect them and what steps they should take to help themselves would be nice, rather than sending them home to live alone. I imagine this would result in less people being re-admitted and give patients a greater confidence.
Visited Day treatment services on January 2024
Review titled William Harvey Hospital (Ashford)
Replied on 28 May 2024
Dear Patient, Thank you so much for your detailed feedback which I appreciate will have been distressing having to run through events again after already experiencing them. This is not the experience we want any of our patients to have and I can only imagine the worry, frustrations and stress you felt when trying to gain the correct treatment. We put ourselves in the hands of the medical staff and when things don't happen in the correct way I appreciate this creates deep mistrust. Please contact my team via our email address which is ekhuft.patientvoice@nhs.net so we can discuss your experience further and assist. I look forward to hearing from you. Josh Page (Patient Feedback-Co-Ordinator)
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Review titled Highly professional kindness
Rated 5 stars out of 5
by Janice Reid - Posted on 22 January 2024
My three-year-old grand daughter was referred to children’s A & E with an asthma attack and fever. I arrived at about 9.15 pm, extremely concerned about her welfare, and in the bitter cold unsure where to park. Paramedics in an ambulance outside the hospital saw my distress and helped me into the hospital with her and I was able to park close to A & E. There were many poorly children waiting to be given medical attention when we entered, but everyone was kind and highly-professional throughout (from arrival at the hospital, admission and treatment). Thank you, thank you, thank you to everyone.
Visited Accident and emergency services on January 2024
Review titled William Harvey Hospital (Ashford)
Replied on 22 January 2024
Thank you so much for your beautiful comments regarding the way your granddaughter was looked after and treated by our staff at William Harvey. I can only imagine how difficult and scary it must be taking a very young family member to A&E and this is exactly the type of care we expect our patients (particularly children) to be receiving and I really appreciate you passing on your feedback that shows how incredibly hard our A&E staff work. I will make sure to pass your words on to the department. I wish your granddaughter a speedy recovery.
Provided by Care opinion
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Review titled Traumatic experience
Rated 1 star out of 5
by Helen Bryant - Posted on 05 February 2024
I attended the A and E department on Thursday 25th January 2024 and spent 22 hours before I could go home. I was informed by a junior doctor on the Thursday evening that I would have to stay overnight. I spent the rest of the time sitting upright on a waiting area chair in the A and E majors together with dozens of other patients. There was no opportunity to sleep or at the very least rest. I was seen by a doctor at around 11am on the Friday 26th. By this time I had no idea how long I was going to be kept here. I had not thought to bring any washing kit as I had assumed I'd be home at least later on the Thursday. I was becoming more and more anxious and the experience made my condition far worse rather than better. If patients are requested to stay overnight their welfare should be considered as a priority. I could have easily gone home over night and returned the following morning as I was not 'ill' I had a skin rash that needed a diagnosis.
Visited Accident and emergency services on January 2024
Review titled William Harvey Hospital (Ashford)
Replied on 28 May 2024
Dear Ms Bryant, Thank you for providing details of your experience. I am so sorry read that this was what you had to deal with when attending A&E. I feel that patients on the whole understand there are things that are outside of our staff's control such as waiting times but in the least you should have been kept up to date regularly. If you would like to speak to my team regarding your experience please contact ekhuft.patientvoice@nhs.net We may be able to assist. I look forward to hearing from you. Josh Page (Patient Feedback-Co-Ordinator)
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Review titled Superb care in difficult circumstances
Rated 4 stars out of 5
by J Stymest - Posted on 15 January 2024
My husband was taken by ambulance to Accident and Emergency with very severe stomach pains. This was at the start of the junior doctors’ strike. The Rapid Response unit was heaving. There were trolleys everywhere. None of this could be helped and no doubt was similar in all hospitals across the country. The staff were doing their level best to attend, reassure and diagnose sick patients. I obviously wanted to be with my husband and although I was yet another body cluttering up their already cramped space, they didn’t ask me to leave despite obviously being in the way and continuously having to be moved out of the way, as more and more trolleys were trying to be accommodated. Those staff members’ patience and tolerance of a seemingly intolerant situation was incredible. My husband was eventually given a scan and moved into the Surgical Emergency Assessment Unit where his care continued to be exemplary until he was operated on during the weekend. The surgeon also took time immediately after the operation to phone me and give me the necessary reassurance that it had gone well and for this I was very grateful. He was then transferred to a surgical recovery ward and was well looked after. I particularly appreciated the long visiting hours which allowed my time to be so much more flexible travelling from outside the area. He came home yesterday and is doing well. Every member of staff we have come up against could not have been more kind, helpful and caring. These dedicated people helped turn a very anxious and worrying situation into something more bearable by the way they treated us both, despite working with what I guess was a skeleton staff during the strike, and have both mine and my husband’s gratitude.
Visited Emergency Abdominal Surgery on January 2024
Review titled William Harvey Hospital (Ashford)
Replied on 18 January 2024
Thank you so much for your incredibly kind words. Your feedback is absolutely beautiful and I will make sure to share this with our A&E staff and the surgical staff. All of our staff work so tirelessly particularly those on the frontline and in our A&E departments and I am so pleased that your husband received such exemplary care. I wish him a speedy recovery. All the best to you both.
Provided by Care opinion
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Review titled Lack of care compassion & stimulation
Rated 1 star out of 5
by Mrs Tracey Iles - Posted on 11 January 2024
My mother was transferred to king's c2 from where she'd had been good care on kennington. There are 8 people to a bay all left to their own devices. There only ever seems to be one person doing anything at one given time.There is nobody interacting with paitents unless they have relatives with them. I saw people going without food & drink because nobody would feed them, its just dumped on the table. My mother has a new infection which I needed to tell them about because despite blood tests showing increased infection markers they had not noticed that her leg was purple with infection until I pointed it out. She is becomimg increasingly depressed & is left to sleep in a chair day & night. There is not even a radio to listen too let alone a tv. The care is appalling!!!
Visited Don't know on January 2024
Review titled William Harvey Hospital (Ashford)
Replied on 15 January 2024
I am so sorry to read about the current care your Mother is receiving. I completely understand your worries and frustrations. This is not the sort of way I would want any of my loved ones to be treated. Please could you contact my team at ekhuft.patientvoice@nhs.net as soon as possible so we can try to assist you and your Mother and improve her circumstances. I have notified senior staff as well regarding the issues you have raised. I look forward to hearing from you.
Provided by Care opinion
Information supplied by East Kent Hospitals University NHS Foundation Trust