"Very good but could be better"

About: Royal Surrey County Hospital

Just spent two days on a ward after being admitted through A&E with very bad pain from kidney stone. The staff at all points of contact were just outstanding treating me as if I were a guest in a hotel - well done to all staff.

Now the negative points, the communication between clinical and nursing staff was not as good as it could have been. More than once I had to instruct nursing staff on matters that the doctors told me would be in place. This was very unsettling as if I were unable to monitor my own treatment would errors creep in that could affect my treatment and wellbeing?

My room had six patients, no problem there, but on either side of me were very very ill patients that caused them great pain. Their treatment and got so distressing that crash teams were required. Both patients were ultimately removed to to a more intense treatment environment. What this meant was that one night was spent mostly awake with the painful cries and treatment which left the rest of us fairly tired and traumatised. Not a good treatment environment. Now I realise that sic people need treatment and at times this can be distressing but surely a faster move to an environment that more suits them and saves the rest of patients being traumatised would be a good idea?

Finally the food. Frankly it was poor, I'm no gourmet eater but the food on offer was pretty awful. The method of ordering your meals was fairly insensitive with menus for the next day stuck under your nose when you are unable to focus by feeing so I'll or drugged to the point of not caring. I don't have a solution to ordering but all board directors should eat the same food as the patients are offered ( in a blind test of course) and I believe matters might improve. In any event the best food I had was bought at Costos cafe in reception by my wife. Maybe you should close down you catering department and get them to provide the food.

Pleas do not take these negatives as anything but my attempt at positive criticism. Your treatment and staff were first rate but I believe we should all aim for perfection in every area of treatment.

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Responses

Response from Royal Surrey County Hospital

Thank you for taking the time to share your feedback, which is always gratefully received. I am pleased to read that you felt the staff you had contact with were ‘outstanding.’ However, I note that you felt there could be better communication between clinicians and nurses. I can also understand and sympathise with how unsettling it can be when other patients nearby are very ill. Here at Royal Surrey County Hospital we strive to provide the best care anywhere and I am disappointed that we appear not to have delivered that on this occasion. In order for us to investigate this further please could you email rsc-tr.communications@nhs.net.

In the meantime, all your comments, including those regarding the meals, have been passed onto the relevant departments. Once again, thank you for taking the time to share your views.

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