"Seen quickly initially in paediatric A&E..."

About: East Surrey Hospital

What I liked

Seen quickly initially in paediatric A&E by pleasant HCA, but spent 4 hours overall although didn't drag too much. Staff very polite even though unit was full of people with the most trivial of injuries, no monder there are too many patients it was ridiculous.

What could be improved

Fed up with repeating same story 4 times to each member of staff, could have done with somewhere to buy a proper hot drink. Main reason for rating is that after my daughter being sent home as she already has referral to St.Thomas's for this week and it wasn't an emergency situation, I have tried to get her X-ray results transferred to St. Thomas's so telephoned the X-ray department as I did not want my daughter to have any more than the 4 x-rays of the pelvis that she has had already. The person I spoke to in the X-ray department was very unhelpful and spoke very patronisingly to me so that in the end I asked them not to speak to me like that. I used to work at ESH and even trained there when the hospital was being built and so was appalled that if someone less assertive than me had rung then this person would have been their first point of contact and would have given a very bad impression. Also the information they gave me was incorrect by trying to charge me for the X-rays which should have been free.

Anything else?

I have been several times through casualty and have generally been impressed with that area and outpatients.

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Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital and for your kind words about paediatric A&E, casualty and outpatients. Your comments about the x-ray department will be passed onto the manager of the unit.

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