"Absolutely awful."

About: Queen Victoria Hospital (East Grinstead)

What I liked

Leaving.......and never looking back!

What could be improved

My 100 year old nan had to have her finger amputated due to cancer. As Nan was diabetic she had not eaten since 6.00pm the previous evening. We were up at 4.00am, collected Nan at 6.00am and eventually got to the right ward at 8.20am (after being ignored by nursing staff and greeted with no smile by all staff). We were told that due to Nan's age and being diabetic she would be first on the list, but then the nursing staff decided that she would be third, then second, then third, then second again. Nan went down at 11.55am and the operation started at 1.00pm as we had to wait for lunch breaks etc and extremely rude nurses. When we got back from the Spitfire cafe a Nurse was helping Nan with utilities and could not believe that none of the ward nurses were helping, she was apologetic about the nursing staff and said 'they're not a lot of help'. Whilst Nan was recovering no nursing staff came and did post op checks on her, and it was left for us to tell them and organise something to eat and drink from the Cafe as by this time Nan had not had anything to eat and drink for 20hrs. No nursing came round until we asked them to, we undressed and dressed her and attended to her needs. I went round to the Nurses station and asked about discharge anti-biotics and was told rather abruptly that 'this was in hand'. 45 minutes later we were still waiting and my mother went round, 15 minutes after that the Patient Transport driver went and asked as they were holding him up. The place is awful, dirty and out of date and the staff seem to be in another world and rude!

Anything else?

Having a foreign Nurse didn't help as her language skill was nil and doesn't inspire Patient/Relative confidence when she claims she cannot understand a word of English until you ask for her manager!

Story from NHS Choices

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Response from Queen Victoria Hospital

Dear Mandie2012

Thank you for leaving feedback about QVH. We are sorry to hear that your experience of our hospital during your Nan’s admission was not consistent with the high standards you have come to expect of us and that we expect of ourselves. We strive to deliver a safe, caring and clean environment, but from your account your Nan did not receive this service, and for that we apologise. We would also like to apologise if a member of the nursing team was rude in anyway to you or your family.

We would like to have the opportunity to look into your concerns in more detail as we value patient feedback. At the QVH we operate a robust complaints process and if a patient has a concern we would be happy to investigate and learn from any errors to ensure we improve our services for all our patients. Therefore I would be extremely grateful if you could contact Nicolle Tadman our PALS and Complaints Manager by e-mail nicolle.tadman@qvh.nhs.uk or telephone 01342 414355 to discuss your concerns in more detail.

Amanda Parker, Director of Nursing

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