Tunbridge Wells Hospital at Pembury
Tunbridge Wells Hospital, Pembury, Tunbridge Wells, Kent, TN2 4QJContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Great service
Rated 4 stars out of 5
by Anonymous - Posted on 15 December 2022
I ended up in A&E with my daughter after being advised by 111 to attend. All staff in the children’s department were kind, courteous and friendly. We were so well taken care of. We were there 2 hours apx. There are signs up advising of a potential 4 hour wait so I was really impressed that we were seen and out in around half that time, as they seemed really busy. My daughter felt so looked after and I felt they did their absolute best to get her feeling better again. Very happy and super grateful to all staff involved in dealing with us that night.
Visited Accident and emergency services on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 20 December 2022
Dear Parent Thank you for your email and I am very sorry to learn that unfortunately your daughter was unwell. I thank you for taking the time to send your kind words and praise for the staff that cared for your daughter whilst in the Emergency Department. Staff always appreciate receiving such feedback, so please be assured that I will pass this onto the Management Team so that it can be shared amongst staff. I thank you again for your time and I do sincerely hope that your daughter has now made a full recovery. With regards Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01892 632953/01622 224960 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Great care
Rated 5 stars out of 5
by Sue Hobbs - Posted on 19 December 2022
My father was brought in by ambulance at five in the morning when A & E was very busy. He was seen immediately and had a barrage of tests as the ambulance crew were concerned. He was treated extremely well and with great kindness with everyone accepting his sense of humour and my brother and I were also treated very well.
Visited Accident and emergency services on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 20 December 2022
Dear Ms Hobbs Thank you for your email and I am very sorry to learn that unfortunately your father was unwell. I thank you for taking the time to send your kind words and praise for the staff that cared for your father whilst in the Emergency Department. Staff always appreciate receiving such feedback, so please be assured that I will pass this onto the Management Team so that it can be shared amongst staff. I thank you again for your time and I do sincerely hope that your father has now made a full recovery. With regards Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01892 632953/01622 224960 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Disrespectful Service
Rated 1 star out of 5
by Anonymous - Posted on 10 December 2022
Took my daughter there today as she was suffering from a cough and congested nose. That just wouldn't leave her alone, she is a toddler. Yet when she goes to see the triage nurse get told she looks fine to her and then tells me to sit in the corridor for the doctor. No mention of how long this will take and basically looking at me as if I wad a liar. My partner went to ask how long the doctor wait would be. Same nurse she said is it you or the other one waiting with your child as you both cannot wait. She then continued ohh it maybe a 2 hour wait at least!!!! So first of all you were rude then rude again and then think its ok for a toddler to wait there for over 2 hours for a doctor. Yeah ok thank you for your unhelpful service. When did the NHS get so rude.
Visited Accident and emergency services on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 14 December 2022
Dear Parent Thank you for your email and I am very sorry to learn of your experience when bringing your daughter the Emergency Department recently. I would be grateful if you could contact PALS either via telephone or email so that we may discuss and investigate your concerns further. In the interim I apologise again for your experience and do sincerely hope that your daughter has now made a full recovery. With regards Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust Telephone: Maidstone - 01622 224960 / Tunbridge Wells - 01892 632953 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Wonderful service
Rated 5 stars out of 5
by Suzanne Gilbert - Posted on 24 December 2022
I had to take my father (86 with cancer) to a&e late friday afternoon as he had developed a problem with his stoma. He was seen very promptly and passed to the correct department very quickly. I would like to thank the staff for their polite, respectful and prompt attention. We were kept updated at all times and all staff made sure that my father was comfortable and understood what was going on.
Visited Accident and emergency services on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 04 January 2023
Dear Ms Gilbert Thank you for taking the time to submit your feedback regarding the care and treatment your father received when attending Tunbridge Wells Hospital Emergency Department. I am very pleased to learn that your father was comfortable and understond what was going on. Staff always appreciate receiving such kind words and praise, so please be assured that this will be passed to the management team so that it can be shared amongst all staff. Thank you again for your time and interest, which is much appreciated. Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01622 224960 01892 632953 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Excellent service at the hospital
Rated 4 stars out of 5
by Anonymous - Posted on 04 January 2023
On September 28 and 30 I was sent to Pembury for heart stress test over two days Every thing was fine. I have also a replacement knee surgery for 14/12/22 . In short because the consultant never checked the scans over the 70 odd days that elapsed I lost the operation the whole thing has been going on for 18 months . Unbelievable
Visited General Surgery on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 06 January 2023
Dear Patient Thank you for taking the time to submit your feedback and I am very sorry to learn of your concerns. Can I please suggest that you contact the Patient Advice and Liaison Service (PALS) direct, on the contact details below, so that we can discuss further. Once again I am sorry to learn of your concerns and for any inconvenience caused. Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01622 224960 01892 632953 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Appallingly slow.
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
Unbelievably slow and ineffective. They've said bones that were broken in a fall six weeks ago need to be pinned but they can't decide if it's urgent or not. The bones aren't healing and the patient in still in constant pain so their answer is to have yet another appointment in February to try and decide again if it's still urgent? Sorry to all the hard working staff there but this is appalling and a sad refelction of the times.
Visited Don't know on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 26 January 2023
Dear Sir / Madam Thank you for taking the time to submit your feedback and I am very sorry to learn that you feel the patient's treatment has been delayed and that they are suffering constant pain. Can I please ask that either you or the patient contacts PALS direct, contact details as below, so that we can discuss this further and move forward with any care or treatment that is required. Once again thank you for bringing this to our attention and I do hope to speak with you / patient shortly. Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01622 224960 01892 632953 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Professional, caring and kind
Rated 5 stars out of 5
by Lesley - Posted on 11 January 2023
My sister was treated at the Acute Medical Unit at Pembury. Sadly, she did not survive her illness but I wish to place on record my thanks and those of my family who were with her when she died, for their calm, sympathetic and gentle treatment of a very sick person. I am sorry not be to able to name them but there were two nurses in particular who understood what it means to “nurse” someone. They made her as comfortable as they could and knew when to summon us for her final moments. They treated her as if she were their own grandmother. The doctor who had the unenviable task of telling my son and me the facts of what was inevitable and imminent, clearly found it upsetting, which I thought amazing given that he must do this all the time and given that he was extremely busy. We found the hospital to be clean and spacious and although the NHS is in deep trouble, this was not apparent in the care and consideration given to my sister. Thank you to everyone at Pembury.
Visited Don't know on December 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 18 January 2023
Dear Leslie Please accept my sincere condolences for the very sad loss of your sister recently. I do hope that you and your family are managing to stay strong during this difficult time. Thank you for taking the time to submit your feedback regarding the care and treatment your sister received when a patient on the Acute Medical Unit at Tunbridge Wells Hospital. It was lovely to read that you were all treated with kindness and understanding. Staff always appreciate receiving such kind words and praise for their hard work and efforts, so please be assured that I have passed your feedback to the Ward Management Team, so that it can be shared amongst all staff. I thank you again for your time and interest. Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01622 224960 01892 632953 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Great A&E experience, and good follow up
Rated 5 stars out of 5
by Anonymous - Posted on 03 November 2022
I wanted to say a big thank you to the team at the A&E dept at Pembury hospital yesterday afternoon, when I had to go after a minor injury. Every member of staff I saw was friendly and professional - the receptionist, triage nurse, radiologist and nurse practitioner. A smile and some kindness goes a long way when someone is not feeling well and a bit vulnerable, so thank you for understanding that. I was told I would have a follow up phone call the next day, and I did - before 10am! Keep up the good work, team A&E!
Visited Accident and emergency services on November 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 14 December 2022
Dear Patient Thank you for taking the time to submit your feedback on your recent experience when attending Tunbridge Wells Hospital Emergency Department. Staff always appreciate receiving such kind words and praise, so please be assured that I have passed your feedback to the management team, so that it can be shared amongst staff. Thank you again for your time and interest and I hope that you have now made a full recovery. With regards Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01892 632953/01622 224960 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Poor patient management / flow/ journey
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
If you receive a referral from a children’s hospital of how to provide continued care why ignore it? Why send the 17-18 year old with a chronic condition to a consultant after 6 months of waiting who cannot give the child the new treatments available upon adult hood? The child waited 6 months to see the neurologist to be told he could not treat him and we are still waiting 6 months later for a new appointment. You were asked by the children’s hospital to refer him to a certain consultant who had agreed with the children’s hospital to see him. I strongly object to your saying your data is 4th in the country when first you have not met many of the targets even if you are 4th. That there is likely to be low if any statistical difference amongst the top 20%, and this management of this child / adult suggests you are manipulating data. Yes you saw the child so you data looks good but the child did not see the doctor who could do something. Scarce resources were consumed for nothing. There is no point in managing data if you are not managing patient care. Under no circumstances should you be sharing with the press your 4th position without giving the full picture of the targets you have missed. You should also go behind the data and look at statistical significance of that data and patient care. You are over managing data rather than treatment.
Visited Neurology on November 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 14 April 2023
Dear Sir/ Madam Thank you for taking the time to provide your feedback on services provided at Maidstone and Tunbridge Wells Hospitals via the NHS Choices website. Can I please suggest that you contact PALS direct, contact details as below, so that we can discuss and address your concerns further. Thank you for your time and interest. Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01622 224960 01892 632953 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2022
After being seen in a private hospital in Belgium where they seemed more interested in my insurance details and an orthopaedic surgeon who "didn't do arms", I had no choice but to travel home with a broken upper arm. Seen in Pembury which was very busy: the receptionist, ANP, radiographer and consultant were all lovely. I got great care and all in the same amount of time it took in the private hospital were I was the only patient at the time!
Visited Accident and emergency services on November 2022
Review titled Tunbridge Wells Hospital at Pembury
Replied on 30 November 2022
Dear Patient Thank you for your email and I am sorry to learn that unfortunately you were unwell whilst in Belgium. I am however very pleased to learn of the service you received when attending Tunbridge Wells Emergency Department. Staff always appreciate receiving such praise, so please be assured that your feedback will be shared amongst the team. Thank you again for your time and interest. I do hope that you are making a full and speedy recovery. With regards Jane Williamson PALS Officer MTW Governance Team Maidstone & Tunbridge Wells NHS Trust 01892 632953/01622 224960 Email: mtw-tr.palsoffice@nhs.net Website: www.mtw.nhs.uk
Information supplied by Maidstone and Tunbridge Wells NHS Trust