"They moved my mum to a different hospital and did not tell us"

About: East Surrey Hospital / Older people's healthcare

(as a relative),

Last Tuesday my mum collapsed at home, she's 83 and lives in Crawley. She was taken to East Surrey Hospital, past a perfectly good hospital in Crawley. My sister arrived shortly after and stayed while they assessed mum. After that, over the next week we visited. And on every visit we were unable to find any members of staff who could tell us what was happening with our mum. When someone was found they just said our mum was doing ok. There was no communication; we never knew what was happening. Then a week and a half later, my sister phoned me to say she had just traveled over an hour through rush hour traffic to get to East Surrey to visit our mum, only to walk into the ward and find she's not there. When she enquired where our mum was, a nurse who had just come on shift went to find out. She came back a few minutes later and informed my sister that mum had been moved. She asked what ward was mum in now. 'No' said the nurse, 'she's been moved to Crawley'

My sister was absolutely fuming; no-one at the hospital had bothered to inform any of us that our mum had moved. My sister is down as next of kin. My sister had left her phone & mobile numbers, including my numbers and my brothers, with the nurses. Neither of us received a call from the hospital to tell us they were moving our mum. We don't know anything. I know my mum would have been scared as she doesn’t like hospitals and would have liked one of us to be with her. We do not now what time she went or anything. I am totally disgusted, my sister is going to complain, and was told to go through the PALS dept. From my experience, I found them as helpful as a wet paper bag when trying to find out information of a loved one. All in all, we feel let down by East Surrey.

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