"An absolute disgrace the NHS worse..."

About: East Surrey Hospital

What I liked

Nothing an absolute disgrace

What could be improved

My wife was referred by our GP to the Surgical assessment unit due to intense stomach pains in the area of her appendix he phoned the SAU wrote a letter and told here to go immediately. This we did and arrived some when around 6.15pm at which time they took her blood pressure (which was high) and put a cannula in her arm. Then along with several others there we sat and waited the only time we saw any staff was when they can in for a chat with each other. At around 10.00 pm I managed to catch a member of staff to ask how much longer we would have to wait she said she should check and disappeared another nurse eventually appeared to tell us they were very busy and as there was only one doctor in the hospital so it would be some time. I had been going out to phone my young daughter and each time had looked in A&e to see if it was busy it was empty. So I went in to ask there was a couple waiting and six or so staff having a good old laugh and a chat, eventually one of them noticed me and I asked if A&E was busy with a very sarcastic look on her face she looked around and told me yes it was very busy. At around 12.30 in the morning a doctor came and without treating told my wife it was not her appendix and despite the referral letter told he to go to our GP. Over six hours to be not treated my wife went home in agony. The worse NHS service I have ever experienced.

Anything else?

I used to be a strong supporter of the NHS and it staff - but this experience has totally changed my mind - It is bad enough to wait 6 hours to be treated but to wait 6 hours to not be treated is unacceptable.

Also I am a disabled blue badge holder but I could not park in the disabled area as it was full of cars most of which did not have blue bagdes, yet another let down.

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Response from East Surrey Hospital

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

We're sorry to read of your experience which is unlike the experience the vast majority of our patients report. In fact our March inpatient survey results showed that 93% of those surveyed said they would recommend to be treated at Surrey & Sussex Healthcare NHS Trust (for some areas such as our Chemosuite, and Comet Ward and Day Surgery Unit at Crawley Hospital, it is close to 100%).

We would like to investigate why your experience wasn't of the standard we would expect and would ask you to contact our Patient Advice and Liaison Service (PALS) at your earliest convenience. 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.

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