"Inpatient stay at SASH"

About: East Surrey Hospital / Ear, Nose and Throat

(as the patient),

I was admitted from Crawley planned treatment centre to East Surrey a and e for periorbital cellulitis. I found the time from being seen to ending up to East Surrey for IV antibiotics quick and professional.

Nurse Sally at Crawley planned treatment centre was great as well as her fellow team. I found that they were quick and took it very seriously explaining everything to me whilst waiting to transfer to sash.

I arrived in a and e, waiting about 30mins to be triaged. Receptionists were nice and friendly. Triage nurse was OK, although questioned aspects of my referral and saying it was not properly done - not something the patient can really answer or need to hear really.

After going through to a and e majors, I had a nice nurse whose name I have forgotten, who cannulated me and took bloods, was seen by a registrar who was very kind and thorough, simple things like getting my dad a chair. I'm not sure who my nurse was, did not say their name, and barely spoke to me despite hoovering around my bed - when you are sat waiting for 4 hrs wondering what's happening next, it only takes a few seconds to just inform your patient what they are waiting for, then it can ease any woes or Concerns in a instant.

I was transferred to medical escalation, where I stayed for 5 days under Dr acharya and his team. Dr acharya is such a patient, friendly and informative consultant and felt very at ease under his care. Was also seen by ent and ophthalmology team who again, can not fault.

The ward was OK, quiet at times and found the nurses tended to hide in a corner which left our side of the ward a bit lonesome. And there is no tv. Please get a TV for this ward if patients are staying in for a few days, it's underestimated just how one can feel when alone, but has something just to keep their minds at bay. The nurses I had were brilliant though and quick to answer queries, only had an issue on one night when the nurses were being very noisy!

Discharge process was very swift.

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Response from Cathy White, Patient Experience Lead, Patient Experience Team, Surrey and Sussex Healthcare NHS Trust

Dear Nurse87

Thank you for your insightful review of your time as a patient with us. It is good to hear how well you felt you were treated and I will make sure that your appreciation is passed on to the teams and individuals that you mention. It is often simple acts of kindness that you remember and that make a lasting impression.

We can also learn from observations and comments about where we can improve and we will take on board the points and suggestions that you have made.

With best wishes,

Cathy White

Patient experience lead

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