"Midnight A&E Visit."

About: East Surrey Hospital

We came to A&E with a sudden but minor problem that could have got worse. We waited 2.5hours to see a Doc which I really dont think is a long time in A&E if you are not in danger of loosing life or limb. The Doctor that saw us was kind and knowledgeable but also checked with is senior, which was good. I was confident in the diagnosis and they way they included our thoughts and checked our concerns. The space was clean and tidy. I am very greatful for the attention we had. Only down side was the triage nurse was in a cubicle where they couldn't see the waiting room. An HCA put a drunk man they had called a taxi for in the waiting room and left him there with his bottle of vodka. He was drinking the vodka waiting for his taxi and started bothering some of the sick pts. Had the nurse or receptionist or security been overlooking and incharge of the waiting room we would all have felt alot safer. As it was it was I who stopped him abusing the receptionist and told him his taxi had arrived. He may well have been a harmless drunk but others felt more threatened and security should have been involved.

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Responses

Response from Cathy White, Patient Experience Lead, Patient Experience Team, Surrey and Sussex Healthcare NHS Trust

Dear Anonymous

Your positive comments are greatly appreciated and I will pass them on to our emergency department staff. We have recognised the issue of our clinical staff not having oversight of the waiting area and it is something that we plan to review.

We do have security in place to protect both our staff and patients, as I'm sure you will appreciate their remit covers the entire hospital. I will ensure that the manager of our emergency department is made aware of the security concerns you have raised.

Kind regards,

Cathy White

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