"Lack of care"

About: East Surrey Hospital / Accident and emergency

(as the patient),

My second visit to A&E was a result of the medication prescribed at a previous visit to your hospital. I was left unattended by the staff who appeared to be fire fighting all the time. The staff did not communicate themselves across the various team and I was not informed what plans had been made to treat and care for me.

One member sum up the attitude of the staff when I mentioned that I wanted to leave as soon as possible and replied that the staff all felt the same way.

The unwilling un-lead by the management team. I am not surprised at the low rating of this hospital.

Discharged from the ward at and told that I would have to wait up to 6 hours for my discharge papers and drugs. It was agreed that the drugs would be couriered to my home and I left. Received a call to say that the drugs could not be sent to my home as one was a "controlled drug" and my wife had to drive to the hospital to collect them.

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Response from Joanne Rhodes, Deputy Chief Pharmacist, Surrey and Sussex Healthcare NHS Trust

Dear Third world treatment

I am very sorry to hear that your experience at East Surrey Hospital was not positive.

Whilst we recognise the utmost importance of discharging patients from hospital without delay, we would always aim to give you your medicines in person rather than send them by courier. This gives us the opportunity to talk to you about them and answer any questions you may have although I would not expect you to need to wait for six hours. Additionally, we are limited by legislation which prevents us from sending certain medicines, such as Controlled Drugs, with a courier.

I would like the opportunuity to investigate why you were told that you may need to wait for up to six hours for your medicines and discharge paperwork since our target within the Pharmacy Department is that all discharge medicines are ready within two hours. In order to do so, I would be grateful if you would contact me via my e-mail address (joanne.rhodes@sash.nhs.uk) and provide me with some further details.

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Response from Surrey and Sussex Healthcare NHS Trust

Dear Third world treatment,

As the Lead clinician for the emergency department I was concerned to read your comments about our staff and that you felt that they did not communicate well with you. When you contact my colleague Joanne Rhodes I have asked her to pass your contact details on to me so that I can make contact with you and look into the concerns that you raise in greater detail.

Kind regards,

Julian Webb

Lead clinician, emergency department