"Treatment in A&E East Surrey Hospital"

About: East Surrey Hospital / Accident and emergency East Surrey Hospital / Walk in centre

(as the patient),

GP sent me to The walk in centre with suspected pulmonary embolism. I was having difficulty breathing. I was with my partner who informed the receptionist I was having trouble breathing she didn't even look up but told us to take a seat.

We waited about twenty minutes by this time I was in pain could not breathe very well and distressed. my partner asked her if I could have oxygen or something she asked him to sit down it won't be long.

Soon after the triage nurse called us, asking the same questions several times she then asked us to follow her by this time I was in so much pain and couldn't breathe. my partner had to help me walk, the triage nurse just walked off.

I was seen by the doctor pain relief given but later when I needed more pain relief I rang my bell nobody took any notice. it was ringing for half an hour. I caught the doctors attention asked her for more pain relief. she told me to ring for the nurse who was standing a little way in front of her. I could not believe it eventually the nurse came gave me pain relief.

I then needed to go to the toilet. I rang my bell. no one answered. my partner went to the nurses station to ask if someone could take me to the toilet they just said well err no. clear answer even though 2 nurses sitting there. my partner asked if they could disconnect me from the drip he would take me which they did. On my bed lay blooded dressings, a container full of blood taken from me which was just left there.

I was then taken to the ward never been so happy to get out of there.

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Responses

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

Dear Dissy,

I am sorry to hear that your recent experience in our emergency department did not meet your expectations.

I have passed your feedback on to our Matron in charge of the emergency department who wishes to apologise for the distress your visit caused you. She would like to look into the issues you have raised and in order to do this she will need to talk to you in more detail. Could you please email her on: jackie.thompson@sash.nhs.uk so that your comments can be investigated further.

Kind regards,

Cathy White

Patient Experience Team

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Response from East Surrey Hospital

Dear Dissy,

I am sorry to hear that your experience in our emergency department did not meet your expectations.

I have passed your feedback on to our Matron in charge of the emergency department who wishes to apologise for the distress your visit caused you. She would like to look into the issues you have raised and in order to do this she will need to talk to you in more detail. Could you please email her on: jackie.thompson@sash.nhs.uk so that your comments can be investigated further.

Kind regards,

Cathy White

Patient Experience Team

  • {{helpful}} of {{total()}} people think this response is helpful