"6 year old with leg fracture"

About: East Surrey Hospital

The service we received at East Surrey was exemplary.

From the minute I carried my 6 year old screaming into A&E, to the minute we were discharged we received fantastic care.

We did not have to wait long for anything, they explained everything well, and we really feel that all the staff were polite, caring and professional.

The receptionist, the porter, the radiographer, the nurses all went above and beyond my expectations at quite a stressful time.

I've since had a slightly substandard phone call with an employee whilst trying to rearrange an appointment, but this is a minor point, and this was the only unhelpful person we encountered through this whole experience.

Story from NHS Choices

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Response from Bill Kilvington, Assistant Director for Women and Children's, Surrey and Sussex Healthcare NHS Trust

Dear Anonymous

I am pleased that your child received good care, but of course less happy that you did not have such a helpful experience when trying to arrange the appointment.

It would be very helpful if you could let me have more information about this aspect as I would very much like to understand where this went wrong so that we can improve our responsiveness and helpfulness here too.

You can email me at bill.kilvington@sash.nhs.uk

I do hope your child is on the mend.

Kind regards

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