"Caring staff but no communication = alot..."

About: East Surrey Hospital

What I liked

mostly caring staff

What could be improved

Communication with patients and between staff and departments.

Anything else?

I was referred by my GP, who rang ahead and spent me to the SAU with a letter. When I arrived was told there was no room, sent to A&E, where I waited a further 2hours to get any pain relief! 2hours later examined and admitted, then back to the walk way for 4hours with no sign of a bed/room I discharged myself. Went back the following day for my scan where I was on high priorty and waited a further 6hours and 15 minutes in a waiting room for my scan! 20hours later overnight with no food or drink caused more problems then I went in with.

I appreciate that the staff are under huge pressure but the organisation was shocking!

If i'd been told I was going to have to wait that long, I would have made the decision to go home (with pain relief) so that I could sleep. Then if I was told that my scan would not be until between 3-4pm the next day I could eaten something and come back then.

Story from NHS Choices

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

Responses

Response from East Surrey Hospital

Thank you for taking the time to comment on your experience at East Surrey Hospital. We're sorry your experience was not as it should have been. 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. We would very much like to understand what went wrong when you were referred and would appreciate it if you could contact our Patient Advice and Liaison Service (PALS) which 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