"Excellent, intelligent care"

About: East Surrey Hospital

We visited the fracture clinic following a visit to a&e earlier in the week.

In spite of the fact that the emergency department had booked us a fracture clinic appointment we were not on the system.

The reception staff were very apologetic and ensured that we were seen.

Both the doctor and the nursing staff were lovely, personable and did not treat us as if we were idiots.

They explained the care we would receive and then, having been sent to have a new plaster cast, we received expert care again.

We were seen again really quickly and dealt with sensitively and with humour and kindness.

Similarly the staff in x ray were very efficient.

Lovely staff who made us feel human which is not always true.

Story from NHS Choices

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

It's good to hear that the fracture clinic staff were able to accommodate the appointment oversight and that it did not adversely affect your subsequent experience. I will pass your appreciation on to our staff in the department and in x-ray who always appreciate acknowledgement of a job well done.

Thank you for sharing your story and I hope the fracture is well on the way to mending.

With best wishes,

Cathy White

Patient experience lead

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