"The wards were clean."

About: East Surrey Hospital

(as a relative),

What I liked

The wards were clean.

What could be improved

The attitude of staff to my Father a lot of the time. Their attitude to me as a stated next of kin when asking simple information could have been improved ALL the time. I was unable to find out anything at all. My questions and concern was totally ignored. Staff were very rude to me a lot of the time. Not all of them admittedly, but the majority were.

Anything else?

A lot of the staff on wards my Father was in need to learn people skills and how to show some respect for relatives....oh and the patient. They need to listen to the relatives, and not totally IGNORE them, then maybe he would not have been sent home incapable of being on his own, and there would not have been the urgent need to get him into another hospital by the home assessor. Where he is now, and we are just awaiting THAT phonecall!!!!!

Story from NHS Choices

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Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital.

We strive to deliver excellent, accessible healthcare and we’re sorry that on this occasion it didn’t meet the high standards we require.

We take all comments seriously and each comment is fed back to our management team. We will be implementing additional training for staff so that the information needs of patients and relatives are understood and communication is improved.

Our Patient Advice and Liaison Service (PALS) is available to listen to concerns, suggestions or queries and can help sort out problems quickly on your behalf. You can contact PALS by telephone on 01737 231958, email: pals@sash.nhs.uk, or by writing to: PALS, East Surrey Hospital, Canada Avenue, Redhill, Surrey RH1 5RH.

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