"A very long day at the Royal Surrey"

About: Royal Surrey County Hospital / Accident and emergency

My daughter had a contact lens stuck in her eye. We arrived at A&E around 11 am and were Triaged at 12.30, which seemed a very long wait indeed considering she was in pain. We saw a Doctor at 1.30pm who made an appointment for us at the Eye Clinic at 2pm. So far so hopeful. However things deteriorated in the Eye Clinic as we waited until 3.30 and there was no sign of anything happening at all. On enquiringly at the desk I saw my daughter's paperwork sitting on the side. The receptionist had not processed it because it was missing the patient details top sheet and had not told us anything was amiss. Since there was no one free to deal with it, I offered to go back to A&E myself to collect it, which didn't take longer than 10 minutes, but we waited until nearly 5pm before being seen by 2 Doctors. We were prescribed antibiotic eye drops, but pharmacy said we had to wait 30 minutes for them. We were so exhausted having been at the hospital over 6 hours we said we would come back the next day! We do understand delays due to staffing problems but this was ridiculous!

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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. Here at Royal Surrey we strive to provide the best care anywhere and I am disappointed to read that on this occasion we appear not to have delivered that. All complaints and concerns are taken very seriously and as such we would like to investigate your daughter's experience. Please could you email rsc-tr.communications@nhs.net. In the meantime, your feedback has been noted and passed onto the relevant departments.

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