About: St Peter's Hospital (Chertsey)

(as a relative),

What I liked


What could be improved

Staff communication & Patient care

Anything else?

I cannot rate this hospital any worse than abysmal! There are two events which had let to this: 1) My sister was supposed to be admitted to MAU but was sent to A&E as MAU didn’t have her referral from the GP. While in A&E she called me to tell me she felt faint. When I expressed this to the casualty staff nurse on the phone she put the phone down on me and refused to give her name... Secondly, a friend of mine was admitted to St. Peters and was later discharged undiagnosed and treated like a hospital number rather than a person who subsequently ended up worse off than before! My advice, unless its life threatening go to Royal Surrey who are about to obtain their foundation status

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Response from St Peter's Hospital

We are sorry that your experiences of St Peter’s Hospital have not been more positive and welcome all feedback to help us improve the services we offer. It is difficult to comment on the cases you describe without knowing the full facts but there are times when patients are incorrectly referred directly to the Medical Assessment Unit (MAU) and have to go to the Accident and Emergency (A&E) department for assessment instead. Whilst not the fault of the hospital, we appreciate it is frustrating for the patient and highlights that we need to work harder with local GPs to get patient referrals right.

When our A&E department is busy staff will prioritise patients according to their clinical need, but all patients are encouraged to let someone know straightaway if they feel their condition is deteriorating or if they are unhappy about any aspect of their care so everything possible can be done to resolve the issue quickly. It is totally unacceptable for a member of staff to be rude or ‘hang up’ the phone without just cause and we do try to be as helpful as possible to relatives and friends of patients when they phone in. However, the welfare and confidentiality of our patients must come first at all times and we are unable to discuss specific details of their care over the telephone.

We would welcome the opportunity to discuss your comments in more detail and you can contact our Patient Advise and Liaison Service (PALS) on 01932 723553.

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