"Worrying, inadequate and uncomfortable."

About: Epsom Hospital

What could be improved

Despite being in severe pain after a bad fall, I was discharged from A&E twice without appropriate tests being carried out. I only received these when a GP I saw (previously a Senior A&E doctor) wrote to the A&E department voicing his concerns that I had not been appropriately treated and sent me back to A&E. I was also prescribed medication contraindicated with the regular medicine I take despite querying this twice with both the triage nurse and the doctor who saw me. A quick check of MIMS would have told them that this was a dangerous interaction. I was immediately taken off this when seen by a doctor at another hospital. Please be aware that some of your patients have medical and pharmaceutical knowledge and do not assume they can be fobbed off with incorrect and potentially dangerous treatment.

Anything else?

I am sure that people being detained in police cells have better treatment than that given on the A&E Obs ward. Would it really hurt to invest in a few pillows to make patients at least vaguely comfortable? Despite being there for about 8-9 hours and told to remain in bed I struggled to obtain even a drink of water and was given no food until I informed the nurse on duty that I was about to discharge myself as I was hungry, thirsty and in pain and would be more comfortable at home. I also struggled to get information about what was happening to me and why I was being kept in hospital.

In the same ward I also witnessed another patient being told about the amount of pain relief they could receive by the doctor treating them which was not communicated to the nurse on duty, leaving the patient in a severe degree of pain. Fortunately, the patient in question had a relative with them who was able to go and find a doctor and get them the pain relief they required and had been told they could receive.

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Response from Epsom Hospital

Thank you for commenting on the care you received in the A&E department at Epsom hospital. As you can imagine, we are disappointed that it did not meet the standard we would expect and we apologise for this.

We have passed your feedback on to the team involved and know that they will take it on board.

It's difficult to give answers to all of the points you raise without having more information about you and, importantly, without breaching your confidentiality. However, please feel free to contact our Patient Advice and Liaison Service (PALS) on 01372 73 5243 or email pals@esth.nhs.uk if you'd like to get direct answers to each of the questions. You can also contact them online via this weblink: http://www.epsom-sthelier.nhs.uk/contact-us/your-feedback/.

Thank you again for your feedback.

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