"Waiting time and organisation of booking in"

About: Eastbourne District General Hospital

I arrived by taxi for my physiotherapy appointment, I was dropped off at the physio department. Only to be told I had to walk round to the main reception in the main wing, which is a long way for me to walk. I tripped on the uneven pavement and jarred my back and hips. In much pain and discomfort I hobbled to the main reception only to be told I had to go back to the physio department to check in and when I explained I had already been there to check in, the receptionist checked her computer to find that I did have to check in with her. Finally I had to walk back around the hospital back to the physio department. I sat in the waiting room for an hour waiting for my appointment, which I was 15 mins early for. The lighting in the whole hospital is all strip lighting which has always caused me migraines. Whilst sat in the chairs I started to lose the feeling in my legs and my back went out. Finally I was seen by my physiotherapist who proceeded to dislocate my hip and elbow. I had already explained that I was in a very fragile state, and to please be careful with me. This is not the first time I've been unnecessarily pulled apart and hurt by the staff at this hospital. The last time I went there, I saw the cardiologist who put my back out so much that I ended up in A&E for the afternoon, with back spasms. I am so appalled by all the Dr's and medical staff. They never listen to me and have ended up more injured and traumatised by my experiences that I never want to go back. I realise that I have a rare condition, but that does not excuse the medical staff from not listening to me, I am the one with the condition, I am the expert on my Health, not them!

Story from NHS Choices

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Responses

Response from Eastbourne District General Hospital

Dear Ms Kiernan We are very concerned to read your comments on NHS Choices. As a Trust we are committed to giving the highest quality of care and a positive patient experience, however, this is clearly not what you describe in your posting. We are alarmed to hear that you feel staff do not listen to you and abide by your wishes. We take all comments very seriously and we're therefore keen to look into the issues your raised in more detail. In order for us to do this we would like your permission to contact you and gather more detail. If you are happy for us to do this, please contact the Patient Advice & Liaison Service (PALS) on 01323 435886 who will make appropriate arrangements for a senior manager to contact you. If you prefer, PALS can also be contacted by email at: PALSE@esht.nhs.uk. Thank you for taking the time to provide feedback. We hope you feel able to contact us.