"Not a great deal I have to say ..."

About: East Surrey Hospital

(as the patient),

What I liked

Not a great deal I have to say in all fairness. I typed up a letter of complaint but never sent it as the Chief Exec was changing and I thought it rather pointless anyway.

What could be improved

A&E waiting times - need a huge improvement. I sat for almost 4hrs and was given 2 co-dydramol (to this day still not sure why as no-one had seen me at this stage) and just left. I had come in by ambulance with pneumonia and asthma - but A&E was too full and I finally got admitted into a ward around 16:00hrs 10+hrs after arrival.

Mixed wards need to be abandoned now as government guidelines have recommended this throughout the country. Not a good environment to have mixed sexes side by side in a ward.

Expand - hospital is too small for the area is covers.

Anything else?

Nursing staff continuity needs tightening up a bit. It hits rocky patches e.g.in my case being left with a drip that came out in the night (I found some night staff didn't do frequent checks during the night), put on my nebuliser and just left to plug the oxygen in again myself - instances like that.

A patient's alarm went off in the night - a fellow patient had to raise the alarm by pressing her button - staff did not hear the poor woman's - patient sadly died and was probably not very well, but that is not the point - a staff member should be at the desk all the time not in the back room!.

I was asked at 00:10 (woken up) if I would pack my things as they needed my bed! Absolutely disgraceful. So generally I have heard that things have not much improved despite reports and this is from someone as recent as this week commenting on lack of continuity with nursing staff. Please train them the good old fashioned way no matter where they come from before they are let loose on the wards.

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Responses

Response from East Surrey Hospital

We are very sorry to hear of the long wait experienced and the further issues identified. We are very keen to hear directly from this contributor so that we may investigate the specific issues raised through our formal complaints process. So please do send the letter of complaint you prepared to the Chief Executive, East Surrey Hospital, Canada Avenue, Redhill, Surrey, RH1 5RH, or e-mail us at www.surreyandsussex.nhs.uk / makingthingsright.

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