Royal Victoria Hospital (Folkestone)

On Friday 2nd March I fell due to the snow and ice dislocating my right shoulder. On my arrival I was seen within a few minutes. After an X-ray it was confirmed I had dislocated my shoulder. My nurse was a very competent and caring nurse. There was no Dr. on duty so she with two colligues offered to attempt to reset my shoulder. I agreed and despite their efforts the shoulder would not reset. I was then referred to William Harvey. They informed them I was on my way and gave me a note of introduction this greatly facilitated my treatment which was very successful. I would like to thank my nurse and the other two members of staff (I dont know their names unfortunatley) for their efforts during the very trying and difficult time. People are very quick to complain and slow to praise. Thank you all very much

Reply from East Kent Hospitals University NHS Foundation Trust
Mon, 05 Mar 2018 12:41:13 Z

Thank you for your feedback about your experience at the Royal Victoria Hospital and also for the further feedback you gave to the William Harvey Hospital. We were so sorry to read that you dislocated your shoulder and hope you are recovering well. We have passed your kind comments to the Royal Victoria Hospital Minor Injuries so that staff can be made aware. We hope you are recovering well following your accident. Kind regards

Have used this service for many years including go appointments, injuries, midwives, xrays, outpatients and ultrasounds and always been very happy with the service received. I feel however I need to highlight the exceptional hard work of the blood test team recently. I arrived at 9am to find that there were 30 walk in patients ahead of me. The department was unexpectedly down to 2 staff instead of the usual 4, and there seemed to be an extraordinary amount of people wanting to be seen that day. As I waited I could hear the grumbles of those around me. However, the ladies could not have worked any harder or faster, and I was seen after an hours wait. This seems incredibly speedy for that amount of people. When I went through they were so apologetic, particularly as I am obviously heavily pregnant. They should be praised for their hard work and not be subjected to the complaints that I heard being made. I am ever grateful that we have a free health service available where I can receive same day treatment, and it is so vital in my hometown with no easy access to transport.

Reply from East Kent Hospitals University NHS Foundation Trust
Mon, 05 Mar 2018 11:52:30 Z

Thank you very much for leaving such lovely feedback. We are pleased to hear you had such a positive experience when you recently came for a blood test. We have passed your kind comments on to the department for their information and sharing with staff. We know that staff are always glad to get positive feedback and we are sure they will be pleased to hear of your appreciation of their hard work in ensuring all patients attending the department on that day were seen as quickly as possible. Kind regards

Appalling service and attitude. Severe weather conditions plus an accident on main road caused huge delays. Hospital notified and was aware of problem. We turned up with others that had same problem and was greeted by very pleasant receptionists. We went straight up to department where a hca called 4 names out, these people hadn’t turned up. Obviously this was not a surprise due to the delays. After speaking about my husband being late over the phone loudly she then ushered him in to have his blood pressure etc done. This was done quickly as no other patients. After being sat outside the so called specialist refused to see us due to us being late as it would impact other patients ( there was none waiting) patient file given to us and told to leave. Went back down to reception who couldn’t believe we was given a patient file plus refused to be seen for a first appointment when we had called to advise we was going to be late. Receptionist called their senior, took file and went back to consultant. We was then told ‘she won’t budge, it’s totally out of order due to first appointment, we’re so sorry’. THIS IS THE NHS, SPECIALIST PAID VAST AMOUNTS OF MONEY TO BE RUDE AND MAKE PATIENTS FEEL VERY UNDER VALUED. Other consultants/doctors were running late themselves due to situations but carried on with seeing their patients. To say I’m disgusted by the attitude of one person is an understatement. I’m very thankful however to the kindness of the outpatients reception staff and team leaders.

Reply from East Kent Hospitals University NHS Foundation Trust
Tue, 13 Feb 2018 11:47:09 Z

We are very sorry to hear about your frustrating time, we would like to look into this further for you. Please could you contact the PALS team. You can do this by: Email: ekh-tr.pals@nhs.net Phone: 01227 783145/864314 Website: https://www.ekhuft.nhs.uk/patients-and-visitors/information-for-patients/patient-experience-team-and-pals/making-a-complaint/complaint-form/ Many thanks.