Kent and Canterbury Hospital
Kent and Canterbury Hospital, Ethelbert Road, Canterbury, Kent, CT1 3NGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Poor telephone communication
Rated 3 stars out of 5
by Anonymous - Posted on 22 March 2024
I have tried for an hour on the phone to change an appt for a CT Colonoscopy scan. There was no telephone number on the top of my letter even though it said there was. I have gone through K&C switchboard 5 times, been given numbers to ring, including the QEQM hospital. On getting through have been given different options but non of them connect, the message just keeps repeating. I have been unable to change my appointment. All this because the phone number was omitted from the letter. I have no way of changing this appointment so will just not keep it, wasting a precious appointment. Phoning the hospital and being asked to be put through to the required department doesn't work and needs looking into
Visited Don't know on March 2024
Review titled Kent and Canterbury Hospital
Replied on 14 June 2024
I am so sorry to read of the issues you have been experiencing trying to rebook your appointment. Thank you for your feedback. I empathise with you and appreciate how frustrating this must all be. Please could you contact my team's email address which is ekhuft.patientvoice@nhs.net and we will try to assist you to get this resolved. I look forward to hearing from you.
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Review titled Could not get through
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2024
Regularly on hold for over half an hour, only to be disconnected when I get to position three. No other way to contact the department.
Visited Ear, Nose & Throat on March 2024
Review titled Kent and Canterbury Hospital
Replied on 14 June 2024
I am so sorry to read that you have been unable to contact the department. I appreciate how frustrating this must be. Please can you contact my team's email address which is ekhuft.patientvoice@nhs.net and we will try to assist you. I look forward to hearing from you. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled The NHS at its absolute best
Rated 5 stars out of 5
by Anonymous - Posted on 28 March 2024
I was referred to the Skin Cancer Two Week Wait Clinic and I cannot fault the service. I was seen within 3 days of referral, and a suspected melanoma removed then and there. The staff could not have been more caring or professional, and I was enormously reassured and grateful. The whole experience was unfailingly positive. The equivalent waiting time for private treatment was 10 weeks minimum.
Visited Dermatology on March 2024
Review titled Kent and Canterbury Hospital
Replied on 14 June 2024
Thank you so much for your amazing feedback. I am so pleased to read that you were treated so quickly and that the quality of care was so good. I will share your lovely words with the staff and wish you all the best. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Extremely impressed
Rated 5 stars out of 5
by Anonymous - Posted on 12 March 2024
Day surgery procedure - modern day NHS ‘service’ was amazing - couldn’t have faulted the staff (everyone involved ) entire experience was faultless - felt valued - meant a lot , thanks 🙏
Visited Ear, Nose & Throat on March 2024
Review titled Kent and Canterbury Hospital
Replied on 14 June 2024
Thank you for your kind words. I will make sure to share your lovely feedback with the department. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Lovely nurse. Poor communication and aftercare
Rated 3 stars out of 5
by Gina Potts - Posted on 06 April 2024
Went in with my son (14) on Good Friday 29 Mar with suspected broken right hand after being accidentally struck with hockey stick by another kid. Immediate response and investigation was good - sent to xray right away and inital assessment by lovely nurse was possible minor fracture but could possibly just be where child's bones haven't fused yet. Nurse provided a splint which was to be kept on until we received a further phone call from her by Tue 2 Apr, because the xray image had to be reveiwed further to be sure of what next steps should be. No further instructions except to keep the splint on were given. Unfortunately no follow up call was received so we finally called them several days later as the hand still hurts. A different less-than-helpful nurse took the call who told us no further action was needed - as there was 'no boney break' (don't know if that is a formal medical phrase?) - and to keep icing and elevating. We were never told to ice abd elevate - she told us we must have been. We weren't. When I asked about the wording on the xray report (as boney break didn't seem like formal medical terminilogy to me) I was told the reports are confidential and she couldn't read out the exact wording of the report. I could right in to make a request. I am the mother of the patient and my son was also there with me on speaker on the phone. How can they not just tell us what found? Nurse said if it's still hurting to take paracetamol/ibuprofen. We remain very concerned the hand is still hurting and looks bruised so many days later. This is my son's right hand and he is right handed. To not give this proper attention or give the patient clear, accurate information and instructions seems irresponsible to me. I should add the second nurse on the phone talked a lot, loudly but did little listening. Her manner was brusque and unnecessarily defensive. She told us if the hand is still hurting to go to GP. Why not follow through with process we were already in and refer us to fracture clinic if my son is still in pain, instead of now making my son follow a longer process via the GP to the same end?
Visited Urgent Treatment Centre on March 2024
Review titled Kent and Canterbury Hospital
Replied on 14 June 2024
Dear Ms Potts, I am so sorry that you was spoken to in the way that you was and can completely understand your frustration and fears regarding your son's current medical condition. If it was my child I would feel exactly the same. Please message my team's email address which is ekhuft.patientvoice@nhs.net and we will try to assist you and your son. I look forward to hearing from you. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Scan great, reception location not great!
Rated 5 stars out of 5
by Lynne Littlejohn - Posted on 02 March 2024
I had a ct scan appointment on monday, 26th feb. We parked outside outpatients entrance & reported to reception there but they said I had to go back out of hospital, down lots of steps, into fracture clinic entrance & find ct reception, which was a long walk! Once there, receptionist gave me printed details to get to clinic d, which involved more long corridors (no seats), a lift to next floor, more corridors, finally sat outside clinic d. A lady quickly came to get me - more corridor walking (she was much faster than me), then outside hospital into the ct 'cube'. Scan done efficiently & kindly in 15 minutes, then I was out, not knowing where I was. Turned out I was back at the outpatients entrance, right where our car was parked! I'd been sent miles round the hospital, just to end up where I started! Why on earth isn't it possible to report to the outpatients reception? I'm 81, I have osteoporosis with compressed fractures in my spine so walking is painful, plus I'm unwell which is why I was referred for an 'urgent' scan! To have the ct reception so far away seems ridiculously inefficient, & supremely inconsiderate to old crocks like me! I was on my own as my husband had to stay in the car with the dogs (too long to leave them) so no-one to hang on to! I can't fault the promptness, efficiency, & kindness of the lady who did the scan, but felt I had to complain about the marathon unnecessary walk to ct reception. I have had to remove all capital letters to get this accepted.
Visited Diagnostic Imaging on February 2024
Review titled Kent and Canterbury Hospital
Replied on 13 June 2024
Dear Mrs Littlejohn, Thank you so much for passing on feedback regarding your recent visit to the CT Unit at Kent & Canterbury Hospital. This is valuable information and the points you raised are extremely important. You are absolutely right, it makes no sense to send patients across the other side of the hospital for different services especially when the car park is so far away sometimes. We must understand that it is not always easy for everyone to be able to walk so far as your experience clearly illustrates. We also need to look at better signposting and I can assure you the Trust is working on this as I speak. I will share your comments with the team. If you would like to discuss your feedback further please 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 Waiting for help with my faulty cpap machine.
Rated 1 star out of 5
by Julia Georgia Barnes-Fuertes - Posted on 28 February 2024
I have been trying to access help from the respiratory department about my cpap device, which needs some repairs. However despite making contact 3 days ago, when I was promised a "telephone appointment" on Tuesday, no one called me. Despite my giving an up-to-date telephone each time, no one entered it into the system. I have been unable to use my machine for 6 days due to the problems I have been having with it. I am having issues with "Frame" as well and since I received my device I have lost over 70 lbs in weight. I would appreciate early contact so that I can get this problem sorted out. I am well aware of the seriousness of the issue. I am A retired Registered Nurse with over 30 years of service, so I do know what I am doing!
Visited Respiratory Medicine on February 2024
Review titled Kent and Canterbury Hospital
Replied on 13 June 2024
Dear Ms Barnes-Fuertes, Thank you so much for contacting us. I am so sorry that nobody contacted you and that your details have not been entered into the system. Please could you contact my team via our email address which is ekh-tr.pals@nhs.net and provide us with a contact number and we will liaise with the Respiratory department on your behalf to get your CPAP machine issues resolved. I look forward to hearing from you. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Care received
Rated 5 stars out of 5
by Anonymous - Posted on 20 February 2024
Brought my husband to the u.m.c , with an ankle injury, staff were so efficient,friendly and helpful. He was seen promptly, had xray, again the staff in that department were excellent. Soon went home with what was needed
Visited Urgent Treatment Centre on February 2024
Review titled Kent and Canterbury Hospital
Replied on 13 June 2024
Thank you for your kind words. I will make sure to share with the team who I'm sure will be very happy to read your comments. I wish your husband a speedy recovery and wish you both all the best. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled professionalism and humanity
Rated 4 stars out of 5
by stuart barton - Posted on 01 March 2024
I spent a few days in the stroke department. I was most impressed by the professional competence combined with humanity at all times. This was evident at all levels, from consultants to cleaners. I was particularly impressed by the young lady apprentice who dealt with me daily. My only complaint would be the universal whiteness of walls and floors -this I found disorienting and a little depressing.
Visited Stroke on February 2024
Review titled Kent and Canterbury Hospital
Replied on 13 June 2024
Dear Mr Barton, Thank you for your feedback. I will make sure to pass your lovely comments onto the staff. Also its a great insight regarding the decor in the building and something I feel that should be noted. Thankyou. Kind regards Josh Page (Patient Feedback Co-Ordinator)
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Review titled Home from home
Rated 5 stars out of 5
by Kayleigh Wild - Posted on 12 March 2024
I recently experienced a life-changing journey, and I can't praise the staff enough at the Braebourne Ward. The dedicated team showcased unparalleled passion and care, overcoming daily barriers to provide exceptional healthcare and support during the most challenging time of my life. Facing the news of cancer and a tumour fracturing my back was devastating, but the Braebourne ward staff not only delivered top-notch medical care but also became my friends for life. Their resilience and compassion deserve far more appreciation than they currently receive. Thank you so much for everything to you all! I will genuinely miss you when I go home! I hope the management knows how lucky they are to have such a team within their hospital!
Visited Haematology on February 2024
Review titled Kent and Canterbury Hospital
Replied on 13 June 2024
Dear Ms Wild, Thank you for your kind words. what a lovely piece of feedback. I will make sure to share your comments with the ward staff. This is the sort of care we expect our patients to receive and Its so nice to see that you felt their support and care so keenly. I wish you all the best. Kind regards Josh Page (Patient Feedback Co-Ordinator)
Information supplied by East Kent Hospitals University NHS Foundation Trust