"I experienced rudeness and discrimination"

About: East Surrey Hospital

(as the patient),

Since I made a serious complaint about my wife's treatment last year, I have had to make several visits to the outpatients department.

We all do not like people who complain, but once again the lessons are not being learnt. Of the three times I have been back, I have been deliberately messed about by administrative staff and support staff, my files have been mislaid and put at the bottom of the files or not put in the right place.

It took me 3hrs on Friday, until I asked where my file was, and then suddenly I was next on the list.

Also I felt there may be ethnic minority conflict amongst admin staff, based on the way the person I saw at reception speak to their colleagues.

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Response from Surrey and Sussex Healthcare NHS Trust We are preparing to make a change

Thank you for taking the time to comment about your experience at East Surrey Hospital. We're sorry that your experience hasn't been as we would wish. We are undertaking a review of our outpatients department with a view to increasing patient satisfaction and we would welcome your feedback as part of that process.

If would be prepared to be involved by talking us through your experience please contact Caroline Francis-Goulds, Associate Director for Clinical Support Services, Tel: 01737 768511 ext. 6008; email: Caroline.Francis-Goulds@sash.nhs.uk

Alternatively, 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.