"A&E reception"

About: East Surrey Hospital / Accident and emergency

(as a relative),

Arrived early hours to an empty reception area with mother in pain following a fall and injury to her shoulder. We waited behind the red line following instructions on the floor, eventually called forward. As a first impression of the hospital not made to feel very welcome. Saw nurse and registrar and they were fantastic thank you. Mum was then treated with kindness and speed.

On leaving at 3 am I was asked to make outpatient appointment. The same member of staff was sitting at the computer in an empty reception so I stood behind the line again without being acknowledged for a further lengthy period before my sister saw that this member of staff seemed to be on the internet shopping! I had not interrupted as I thought they were busy. yes it was a holiday but we were very tired having had an awful shock and just felt we were an inconvenience.

As a nurse myself I was horrified at the respect we were shown and felt if the the member of staff didn't want to be the face of the NHS maybe another post away from patients would be more appropriate heaven forbid we would interrupt the shopping.

As a family we would like to thank the rest of the team for their help. I feel it was very unprofessional to be ignored us to continue looking for tights when all we wanted was to go home.

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust We are preparing to make a change

picture of Ian Mackenzie

Dear amazon,

I'm very sorry to read about you recent experience in A&E at East Surrey hospital. Although the clinical care was good you are rightly concerned with some other aspects of your time in the department.

I would like to look into this for you so if you can e-mail me details of the date and time I will ensure that this happens. My e-mail is ian.mackenzie@sash.nhs.uk

KInd regards

Ian

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Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust We have made a change

picture of Ian Mackenzie

Dear amazon

I have e-mailed you separately about this but to just to confirm that action has been taken tegarding the incident you outline above.

Thank you for drawing this to our attention so that we can improve things for all our patients and visitors.

Regards

Ian

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