"Time waiting in the accident and emergency area"

About: East Surrey Hospital

Anything else?

I had a accident on 25/8/13, we rang for an ambulance and was informed it would be a 45 mins wait, instead of blleding to death we made our own way to ESH When I arrived at ESH the waiting room was not overly packed, I came in with a head injury pouring with blood so I should at least had a tiny bit of priority. But instead of that I witnessed that the following people were being treated before I was actually seen by the assesement nurse, for the following aliments 1) a in grown toe nail 2) a sore foot 3) bruised ribs as this person was boasting in the waiting area he had been in a fight and won it too The 2 women on arrival were not medically trained or made any attepmt to priortise the injuries as they came in, instead of that they simply took your name, dob etc and pushed this through a hatch where the assesment nurse then looked at still not being priortised for urgency of injury.......I understand these women actually work in the medical records dept......with no medical training I waited in the waiting area for three and a half hours and was then treated by the nurses which I have no problem at all with my biggest gripe is 1) having to wait such a long time considering what injury I had whilst others with aliments which they could have gone to see their gp with while I was losing blood, quite frankly if I wasnt feeling so ill I would have gone home hours before the long wait ESH sort out the reception staff and put in place medically trained people it really was a disgrace

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Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Dear 'Sue'

I'm sorry to hear about your accident. We aim to assess all our patients on arrival to establish the priority of their condition. This is based on the information they give the receptionist, but if ever a patient is increasingly concerned about their condition they should tell the receptionist who will seek medical assistance.

If you have a minor injury or illness, you will be seen by an Emergency Practitioner in the "Minors" area. If you have a more complicated condition you will be seen by one of our ED doctors in the "Majors" area.

Those patients with minor injuries or illness, might not be assessed (depending on demands), before you are called to be seen and treated. Other patients might be called for an initial assessment by a trained nurse before being treated.

If your reason for visiting is less urgent, those patients with more complicated or urgent conditions will be seen first. Some patients mightay be going for additional tests before being seen. On occasion,s we ask some of our patients to come back for test results or for a review of their condition; they are given a appointment and seen in our ‘Review Clinic’.

Many thanks


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