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Care Opinion

Good and Bad in A&E at East Surrey

Posted By lclarktb

"Good and Bad in A&E at East Surrey"

About: East Surrey Hospital / Accident and emergency

(as the patient),

I found reception awful - I was in a lot of pain with multiple injuries and requested multiple times to lie down and pain management but nothing ever materialised although the nurses I spoke to subsequently said I should have never been left like that in the waiting area.

Once seen the doctors were super - friendly information and took their time. The nurses were excellent too until the night shift took over and then the care went rapidly down hill and I was left with no instructions about my after care, what I had actually done to my shoulder (only that it wasn't broken) and although they said no cracked/broken ribs the pain I am now experiencing suggest otherwise.

No care card was given to me about my feedback and no guidance given as to what I should do if I needed further help. So a good experience went rapidly downhill which was a shame.

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 10 years ago
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 23/10/2013 at 17:02
Published on Care Opinion on 24/10/2013 at 12:56

picture of Ian Mackenzie

Dear lclarktb

I'm sorry that you had such a mixed experience in our A&E department. We would genuinely like to understand where we went wrong so if you could e-mail me at ian.mackenzie@sash.nhs.uk I will then look into this for you.

regards

Ian

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 10 years ago
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 26/10/2013 at 07:57
Published on Care Opinion on 27/10/2013 at 11:58

picture of Ian Mackenzie

Dear lclarktb

Thank you for your contacting me. I have now forwarded your very helpful e-mail to the senior team in A&E and they should contact you next week.

If I can help in any other way please let me know.

Regards

Ian

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 10 years ago
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 02/11/2013 at 12:59
Published on Care Opinion on 04/11/2013 at 13:42

picture of Ian Mackenzie

Dear lclarktb

I understand that Jackie Thompson - our A&E Matron - has been in touch and I hope that this has been helpful and that she was able to address your concerns?

Regards

Ian

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