"Total sham"

About: East Surrey Hospital

What I liked

I was admitted for my regular appointment; I had my regular eye sight test conducted and was requested then to wait to be seen by a doctor. To my surprise I was met by the consultant who advised me in front of every other patient that I was not being seen at all, I was to be treated from then on as an emergency case. I had been told that my left eye was perforated and any further treatment would need to be undertaken at East Grinstead hospital in the Cornea centre, I was then told to wait whilst a letter was made available for me, also to wait whilst a junior doctor was made available to place a temporary patch lens over my eye. In all I had to wait 3 hours in the waiting area, it took this junior doctor all that time to ensure I had my treatment, letter for the hospital and myself and also to contact the latter hospital to advise of my condition. All this without any member of staff to examine me, in addition I was told to make my own way to East Grinstead from East Surrey hospital, that being as an emergency patient, I had to make my way back to Crawley; then make my own way to East Grinstead without any transport fbeen arranged for me. I left Redhill at 1600, I made it to East Grinstead after 2-3 hours journey, all this with my wife being totally bewidered at the lack of urgency from any member of Redhill staff. After I arrived at Eat Grinstead I was treated by the ward sister with great compassion; I was led to a side examination room at the ward I was at, I was then met by the doctor on call, he looked at the letter and asked a few questions and was appalled at the answers that we gave. He conducted an examination to find 2 pinholes in my Cornea which he started treatment there and then and admitted me to the ward until my condition stabilised, I stayed in the ward from Friday to Sunday till my condition stabilised enough for me to be sent home with a follow up appointment later that week.

What could be improved

1. To be treated as a person; not a number

2. To be treated with more compassion and within a room; not in the waiting room

3. When treated as an emergency then to be treated in a more timely manner.

4. Refer patients that need specialist care and treatment and not wait for an emergency to arise then do nothing about it

Anything else?

Do not use Redhill eye clininc unless you really have no other choice; I would recommend East Grinstead any day rather than this establishment

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Responses

Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital. I'm sorry that your experience in December 2010 didn't meet the high standards we require. More recent patient feedback about our eye clinic is much more positive which I hope reassures you that treatment has improved.

If you have a similar experience again please contat 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.

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