"My care was good and the hospital was very clean"

About: East Surrey Hospital / Accident and emergency

(as the patient),

I was sent to East Surrey by my GP by ambulance with chest pain in mid-October. I was seen immediately, put in a bay opposite the desk and had all the appropriate tests.

My care was good and the hospital was very clean. I have worked in a hospital environment for over 20 years and my only negative comment is that there seemed to be a lack of leadership and direction. One nurse was working all the time attending to patients. Whereas a colleague appeared to do nothing other than wander aimlessly and chat. I was in the ward for many hours and did not see them do anything! I was given some water and asked if I wanted anything but I was not in need of care and this was sufficient.

I am sure someone must have been in charge there but it was not obvious. My only recent experience of A&E is watching it on the television, but there it seems everyone knows their responsibilities and there is someone coordinating care. I was subsequently moved to the Acute Medical Ward which was excellent.

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Response from Surrey and Sussex Healthcare NHS Trust

Dear Rafa

Thanks for your feedback about your experience. I am really glad you found the environment clean and will make sure our housekeeping team are made aware. I note your comments about lack of leadership and direction which I will discuss with the Matron for ED. Each member of staff has a role outline that identifies their responsibilities and I will ask the matron to ensure the team are aware of them

I hope you are recovering from your admission.

Kind regards

Nicola Shopland

Chief Nurse - Medical Division

Update posted by Rafa (the patient)

Thank you for your response. My impression was that one nurse was pro active and was helpful and obviously busy but their counterpart appeared to just wander. There was a lot of "chatting" generally which may have been patient orientated but there was not a lot of urgency apparent. I think that with a bit more control of staff then it would be excellent.