"Mixed - the phone service is terrible"

About: East Surrey Hospital

My mum has been in and out of East Surrey hospital over the last month. She is currently on Leigh ward, having been held in recovery for 2 days after a hip replacement. While the operation was carried out swiftly after a serious fall, she should not be in these beds for so long. By a combination of this and the very poor phone system (I am in Yorkshire) I have been unable to speak to her since before her operation. This is despite calling 3-4 times a day, and as there is no close by family I really think I should have been able to do this. Also, while on Abinger ward on an earlier stay, it was impossible to get a mobile signal (although it seemed a little easier to get through to their phone line). I must have spent between 1 and 2 hours cumulatively on hold on their phones over the last month. The nurses and doctors I have dealt with in this time have all been highly professional and hard-working, but they seem to be battling very difficult circumstances.

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Responses

Response from Tasha Gardner, Communications Manager, Marketing and Communications, Surrey and Sussex Healthcare NHS Trust

Dear Sarah

I am sorry to hear you have had problems talking to your mother and have passed your comments on to the matron in charge of the ward so she is aware of the problem. If you would like to get in touch with me and give me some more details about your mum I can also pass those on to the team who are looking after her.

tasha.gardner@sash.nhs.uk

kind regards

Tasha

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Response from East Surrey Hospital

Dear Sarah I am sorry to hear you have had problems talking to your mother and have passed your comments on to the matron in charge of the ward so she is aware of the problem. If you would like to get in touch with me and give me some more details about your mum I can also pass those on to the team who are looking after her. tasha.gardner@sash.nhs.uk kind regards Tasha Gardner Communications Manager Surrey and Sussex Healthcare NHS Trust

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