"Unfriendly and disrespectful Urgent Treatment..."

About: East Surrey Hospital

Attended the urgent treatment centre for an infected wound. The waiting times were good and the reception staff were very friendly. However when I was first triaged by the nurse, she was extremely rude when asking me questions, interrupting and not letting me finish so I didn't get a chance to explain the full problem. She was very disrespectful, implying that I didn't speak English properly and then started addressing my daughter instead of me! She made me feel extremely belittled. Then when called in for treatment later by the nurse practitioner, she would not let my daughter in with me even though I was worried and wanted her with me for comfort. I understand if this is protocol but she didn't explain this to me and was rude and abrupt about it. Not very friendly at all. The nurse that cleaned and dressed my wound was friendly and professional and made me feel comfortable after this. I would recommend the service to people because the actual clinical treatment and advice was good but I would warn people to expect unfriendliness and some rude staff. I would like to see more empathetic and friendly nursing staff with better explanation skills, so that I could feel more at ease, comfortable and happy.

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Responses

Response from Maxine May, Communications Officer, Surrey and Sussex Healthcare NHS Trust

Dear Anonymous

Thank you for providing us with your feedback. I am sorry that you feel some of your experiences here at East Surrey Hospital have less than positive.

I would like to pass on your concerns to a relevant clinical member of staff, but in order to do so, please can you forward me your details, including a contact number so that they are able to contact you directly. My contact email is: maxine.may@sash.nhs.uk

I look forward to hearing from you soon.

Kind regards

Maxine Moloney

Communications Officer

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Response from East Surrey Hospital

Thank you for providing us with your feedback. I am sorry that you feel some of your experiences here at East Surrey Hospital have not been positive. I would like to pass on your concerns to a relevant clinical member of staff, but in order to do so, please can you forward me your details, including a contact number so that they are able to contact you directly. My contact email is: maxine.may@sash.nhs.uk I look forward to hearing from you soon. Kind regards Maxine May Communications Officer

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