"Your staff are shining examples of true compassion and dedication"

About: East Surrey Hospital / General medicine

(as a relative),

My wife came into A&E in mid December with the possibility of having had a stroke. At a very scary time for us both, we were put at ease by all of the staff. We were very impressed that the "stroke team" were ready and waiting when we got to the resuscitation department.

At that point in time, my wife was not able to use the toilet, and therefore had to use a bedpan. She did not want to pester a nurse as it was extremely busy. When a healthcare assistant came in to see if we needed anything, she told him this. He very kindly and compassionately sat with her and explained that, yes it may be very busy, but every single member of staff is here to care for you, and not one single member of staff is ever too busy to help her use the toilet and she only has to let them know. He apologised that no one one had asked her sooner (completely unnecessary as it had only been about 10 minutes since another nurse had checked!).

We were especially thankful that the lovely stroke nurse/sister (sorry that we cannot remember her name, a lady with short blonde hair) stayed with us for a while and explained what would be happening and came to the CT scanner with us.

Once she was admitted to Chaldon ward, the stroke nurse came and saw us and made sure we were comfortable. My wife was extremely comfortable and reassured by all the staff on chaldon ward, from the cleaners through to the sisters. She particularly wanted to say thank you to all of the healthcare assistants that looked after here, and commented that they really seem to get the "worst jobs", but said that every single one that helped her to wash in bed or use the toilet was friendly, professional and maintained her dignity at all times. There was never a point that she felt undignified or embarrassed, which can be extremely hard in hospitals.

She couldnt remember her name, but there was a lovely african healthcare assistant who my wife had not seen before - she said she worked on the bank system - who my wife said chatted and had a conversation with her while she was helping her wash, which really made my wife feel normal, and not a burden. Whenever she wanted a drink or something to eat, as she couldn't lift her arms, there seemed to be someone already there ready to help. I am also extremely grateful that I was allowed to come in at mealtimes and help my wife to eat. She said that on the days that I could not come in, someone would sit with her for as long as it took and help her, which often took a long time, but the staff were never impatient and never rushed her. There was always a nurse present on the doctors rounds, and they would always come back afterwards to make sure my wife had understood what the doctors had said and also give an update on her treatment.

I have been lucky enough to have never personally been admitted to hospital throughout my 79 years, but If the time ever comes, I hope that I am admitted to East Surrey Hospital - without a doubt the best place my wife has ever been admitted to. All of your staff are shining examples of true compassion and dedication, I will never hear a bad word about your hospital, or the NHS again.

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Responses

Response from Nicola Shopland, Divisional Chief Nurse for Medicine, Surrey and Sussex Healthcare NHS Trust

Dear ProudHusband

Wow what fabulous feedback! Thank you very much for this, I know the teams in both ED and Chaldon will be delighted with your positive comments. It really does example everything that makes the staff proud to work at East Surrey. This does example the 'one team; approach that East Surrey has as one of the core values for the organisation.

I hope your wife continues to make a good recovery

kind regards

Nicola

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