"Felt like a being on a conveyor belt on my first..."

About: East Surrey Hospital

I attended this hospital for the very first time for a scan. It is a huge site, probably the largest hospital that I have ever visited - and I am under two London teaching hospitals. The trouble is I felt like I was on a conveyor belt. It's not that I was treated badly but felt like I was in a "get well factory" where compassion was ignored in favour of doing thing by the book."Do this, sit here, not on that chair" was the order of the day. I must also say that unfortunately the staff did not seem very busy. I do know that the NHS are meant to be overworked but there seemed plenty of time to chatter amongst themselves. Some more chatter with the patients some of whom will be frightened and not know what is going to happen or if it will hurt, would have helped enormously and there was time for the staff to do this as they were happy to discuss things between themselves! As a new visitor I found sinage was awful. I had been told where to park as I was being seen as an emergency, but I reckon I was the exception. Other visitors take note that you will certainly get fit walking from car to hospital entrance, and you then have to get to where you want to go.!I also found the road signs poor coming from the south there were no signs until I was almost at the hospital. Not the hospitals fault of course but worth noting. It took me twice as long as I expected to get there.

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Responses

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

Dear Phil

I was sorry to read your comments as we aim to provide quality, compassionate care to all our patients. If you would like to get in touch with me and give me some more details I will pass your feedback onto the teams involved in your care.

I will also make sure our Estates department are made aware of the points you raised as they look after the signage around the hospital.

kind regards

Tasha

tasha.gardner@sash.nhs.uk

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Response from East Surrey Hospital

Dear Phil I was sorry to read your comments as we aim to provide quality, compassionate care to all our patients. If you would like to get in touch with me and give me some more details I will pass your feedback onto the teams involved in your care. I will also make sure our Estates department are made aware of the points you raised as they look after the signage around the hospital. kind regards Tasha Gardner, Communications Manager, Surrey and Sussex Healthcare NHS Trust tasha.gardner@sash.nhs.uk

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