"A&E Department and the way we we treated"

About: Eastbourne District General Hospital

1: Arrived from Queen Victoria Hospital in East Grinstead at 6-30PM with a 3 year old with a suspected broken left leg in a temporary cast. Staff at East Grinstead were very helpful and dealt with my son in a calming and caring way. 2: this is where it starts to go wrong they sent us to Eastbourne in my car because they could not x-ray a child of that age knowing they do not have the facilities to keep a child in and deal with his injury. 3: so I arrive with a child in pain to be told there is a 3 hour wait in A&E the receptionist on the desk very unhelpful no where to let him lie down so I took it upon myself to find a doctor and get this sorted otherwise who know how long it would have taken so annoyed upset tired we go to the x-ray dept broken leg now off to Hastings 10.30PM as they cant deal with him so arrive at Hasting well past 11pm bed made wife stays with the little man 4: we treat animals better than this I am disgusted with the lack of urgency the lack of looking after him as he is so young no care at all, we were treated like we should not be there and are a pain. the NHS needs sorting out especially your A&E god knows what would have happened if this had have been more serious 5: Staff at Hastings were superb and the doctor at Queen Vic but they still made a error in sending us to your Hospital 6: your place needs sorting out its the way you look at patients and asses them for the severity of there injuries he is 3 years old and does not understand and is left to wait with people that have Minor injuries. Totally unacceptable. I will await your reply with interest

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Responses

Response from Eastbourne District General Hospital

We're very sorry to hear about you and your son's experience at the Eastbourne A&E department. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. We are very disappointed and concerned to learn what happened and have forwarded your posting to the General Manager for A&E. The General Manager is very keen to hear more about your experience and would welcome the opportunity to discuss it further. We would also like the opportunity to apologise in person for the fact that your experience was poor. If you would like to do this, please make contact via our Patient Advice and Liaison Service (PALS) team who will make the necessary arrangements. PALS can be contacted by phone 01323 435886, by email PALSE@esht.nhs.uk , or in person by dropping in between 9am – 4pm (Mon-Fri) to the PALS office located in the main entrance opposite the WRVS Coffee Shop.

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