"Dissatisfied and much room for..."

About: East Surrey Hospital

What could be improved

Having recently spent a lot of time at the hospital with my elderly (86) mother, the A&E department, it would be a better place if they would keep everyone informed on what is happening. One visit I was there for 7.5 hours and another for 4.5 hours before being told she would be staying in. It took 3.5 hours for her to be offered a drink, but only after I complained .

Anything else?

On this web site at states that there have been no cases of MRSA at the hospital in the last 12 weeks. This is untrue. 7 weeks ago my mother in law had MRSA while at the hospital, she has since passed away and I was told last night (18th October) that my mother who has been at the hospital for the last 7 days also has the MRSA infection. She will now be there, I am told, for a further 7 days because of this.

I find it impossible to believe that my two close relatives are the only people to get the infection during this time.

Someone is being very economical with the truth.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital.

We strive to deliver excellent, accessible healthcare and we’re sorry that on this occasion it didn’t meet the high standards we require.

We take all comments seriously and each comment is fed back to our management team.

The NHS Choices website is correct but misleading as it does not explain the statistic “12+ weeks MRSA free”. It shows national data which refers specifically to MRSA blood stream infections, which occurred on or after the 3rd day of admission to the hospital. Other MRSA infections are not included in the data published by NHS Choices. It will not include cases which developed in the community or if people are carrying MRSA on their skin or on any other part of the body. The MRSA pages on the Health Protection Agency website are a useful source of additional information.

Our Patient Advice and Liaison Service (PALS) is available to listen to concerns, suggestions or queries and can help sort out problems quickly on your behalf. You can contact PALS by telephone on 01737 231958, email: pals@sash.nhs.uk, or by writing to: PALS, East Surrey Hospital, Canada Avenue, Redhill, Surrey RH1 5RH.

  • {{helpful}} of {{total()}} people think this response is helpful