"I am at a loss to see how the Care..."

About: Royal Surrey County Hospital

What could be improved

I am at a loss to see how the Care Quality Commission rates this kind of care excellent. My elderly and confused mother has been left without water, and with a stinking full commode next to her bed. She has had a fall while in hospital while trying to get to the toilet. Staff seemed to think she should press a buzzer for help, but a) the buzzer was out of reach and b) she is confused, which means she may not remember that's what she's supposed to do. We have also had difficulty getting a clear plan of action from staff, and tests have been slow. The first-line assumption seems to be she's elderly and therefore it's all to do with old age and having had a few falls, rather than investigating fully and quickly in case there is a more specific underlying cause. Failure to diagnose has been a problem for her at this hospital in the past, which has left us lacking in confidence this time around.

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