"Being trodden on by a horse!"

About: East Surrey Hospital / Accident and emergency Queen Victoria Hospital / Maxillo-Facial surgery

(as the patient),

I was riding in the woods the horse bucked and I ended up under him getting my face trodden on.

I went straight to the Queen Vic hospital who referred me to East Surrey. I waited 6 hours for a scan, the hospital was very busy. My care was not good, the Dr forgot to tell the Queen Vic I was coming back. I had 4 holes in my mouth that needed stitching they where about to close when I arrived, but found a maxiofacial Dr and did a great job. What a difference between the two hospitals!

I had fantastic treatment from the Queen Vic. But the waiting time and communication at East Surrey could be improved.

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Responses

Response from Nicolle Ferguson, Patient Experience Manager, Queen Victoria Hospital NHS Foundation Trust

picture of Nicolle Ferguson

Dear Fi fie fo fum,

Thank you for taking the time to tell us about your experience. We're very pleased you were happy with the care that you received at Queen Victoria Hospital and have fed your comments back to our Minor Injuries Unit and Maxillofacial Team.

I am unable to comment on your experience at East Surrey Hospital but I am sure that upon reading your comment they will post a reply.

Kind regards,

Nicolle

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Response from Surrey and Sussex Healthcare NHS Trust

Dear Fi fie fo fum,

I am sorry to hear that you felt your treatment was not of the standard you would have liked or that I, as Head of the Emergency Department, would have expected.

If you would be kind enough to contact either me (julian.webb@sash.nhs.uk), or matron Jackie Thompson (jackie.thompson@sash.nhs.uk), we will look into the issues you have raised to see what went wrong. We can then respond to you and pass on any lessons learnt to staff, to minimise this happening again.

Kind regards,

Julian Webb

Head of the Emergency Department