"My experience was sub-par at the very very best"

About: Crawley Hospital / General surgery

(as the patient),

I am finally in the final throes of recovering from this adult tonsillectomy and to give them credit, the surgeons at Crawley Hospital appear to have done a great job with everything looking neat and tidy. Thanks guys!

Sadly I cannot be as complimentary to the rest of the staff as my short stay in the day unit was quite frankly, horrible. I was greeted by unfriendly and unwelcoming staff before I went in for my surgery. I know it is first thing in the morning and that these poor people are underpaid and overworked, but surely there is a minimum amount of effort that should be put in to at least make patients feel as if they aren't entirely unwanted and a burden?

After waiting roughly 3 hours for my surgery and coming around again afterwards (horrible experience - post operative shock and uncontrollable tears) I was placed back on my bed and told I had to eat a sandwich and get dressed in my own clothes without any delay. I know you probably needed the bed, but could someone have just given me a small minute to collect myself? Apparently not.

The cherry on the cake for me was being made to sit in the post-op room for a further 2 hours with my catheter in before a nurse took me back to the bed, sneezed and wiped it with the back of their hand before using that hand to give me a tonsillectomy after-care pamphlet. To no one's surprise I ended up in A&E five days later with a terrible infection.

All in all I would say that my experience was sub-par at the very very best, and that is due to the lovely anaesthetist and surgeons. I hope I never have to return to that hospital.

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Response from Jamie Moore, Divisional Chief Nurse for Surgery, Surrey and Sussex Healthcare NHS Trust

Dear SurreyGirl, I am sorry that the care you recieved at Crawley Surgical Unit was as you describe. I am concerned and would like the oppotunity to discuss this in more detail with you.

This will enable me to investigate and take any actions as needed to improve patient safety and experience.

I will pass on your positive feedback to the surgical and anesthetic team and I am glad that you are recovering well from your surgery.

My contact details are: Jamie.moore@sash.nhs.uk

Kind regards

Jamie Moore

Divisional Chief Nurse


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