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Long Wait and No Organisation

Story from nhs.uk

"Long Wait and No Organisation"

About: East Surrey Hospital

Been at AMU since 08:30, its now 14:30 and still waiting to be seen by consultant. Been advised they are running 3 clinics from one small waiting area. Reception staff have no idea what is going on and cannot advise when we are likely to be seen. Reception staff seem to have time to talk and the whole reception can hear thier complaints but they dont have time to find answers. It seems very disorganised. When talking to other staff everybody says the same "I dont know"

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 9 years ago
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 21/04/2015 at 16:23
Published on Care Opinion at 16:46

picture of Ian Mackenzie

Dear Anonymous

I'm sorry to read that you are unhappy with how you have been treated whilst in the AMU. If you could e-mail me your details (ian.mackenzie@sash.nhs.uk) I will ask someone to look into this for you.

Regards

Ian

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Response from Ben Mearns, Chief of Medicine, Surrey and Sussex Healthcare NHS Trust 9 years ago
Ben Mearns
Chief of Medicine,
Surrey and Sussex Healthcare NHS Trust

Doctor

Submitted on 22/04/2015 at 11:09
Published on Care Opinion at 11:32

picture of Ben Mearns

Dear Anonymous

I am very sorry for the wait that you experienced in AMU. We can all appreciate how difficult such a long wait can be and apologize for it. If you wanted to email me and let me know more I would be grateful ben.mearns@sash.nhs.uk.

You are correct that on some days we can find space to be an issue and are seeking to address this with a new Medical Day Unit to run alongside the AMU service. This will certainly help with waiting times for patients and I will endeavour to get these changes implemented as soon as we can.

Once again you have my apologies for the delay.

Dr Ben Mearns

Clinical Lead for Acute & Elderly Medicine

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