"Great Tea person on Charlwood Ward, now Brook Ward"

About: East Surrey Hospital

My mom was on Charlwood Ward for a few days. She came as a transfer from another Ward, "because they needed the bed for somebody else". We were asked to wait on the corridor for the bed on the new ward for like "half an hour" which turned out to be 3 hours. Bad communication between wards.

The staff was really busy, I guess from the staff shortage.

My mom dearly remembers The Tea person, who made my mom feel more comfortable, welcome, and took time to explain my mother each course of meals , and served her really nice, hot meals.

Thanks to them, the time my mother had on that Ward passed a bit smoother.

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Responses

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

Dear Veraspob,

Thank you for posting feedback about your mother's experience whilst she was an inpatient with us. Her recollection of the ward hostess and the difference she made to how your mother felt highlights how important every member of the ward team is in ensuring patients feel comforatble and reassured.

I will ensure that the point you make about communication between wards is passed on the the managers of the wards you mention.

With best wishes,

Cathy White

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