"A clean, caring, professional environment where..."

About: Royal Sussex County Hospital

What I liked

Staff were caring and attentive and respectful.They didn't talk about patients in a negative way nor were they condescending. They took care with their various tasks, even down to the porters who were considerate when transporting my son via wheelchair to other parts of hospital. Doctors were short on time but they did answer questions readily when they were on hand. Nurses answered call bells quickly. Cleaning staff was ever present and the ward felt clean. Use of anti-germ hand gel was always encouraged. Staff allowed us to spend extra time with our son and were very kind about looking out for our welfare as well as his.

What could be improved

A more comprehensive patient data system is desparately needed. Charts constantly went missing (one time the doctor was leaning his elbow on it at the nurses station and he couldn't remember where it was so treatment was delayed). Nurses asked patients for guidance on when they had last taken meds and the same questions about previous treatments were asked over and over again. A digital record would be much safer and reliable and less stressful for patients! Parking is difficult and expensive. Food was not always appetising, especially overcooked vegetables. Answers from surgeons seemed to come from above without any patient engagement. Nurses did their best to answer or to relay questions to the right doctor but we never saw results of MRI, xray, etc to reassure and to understand what was going on.

Anything else?

We are thankful to every member of the staff at Royal Sussex that we encountered. They work hard and are dedicated professionals. We lived in the USA and the paperwork and hassle from insurance companies is unbelievable after a trauma or surgery. We are lucky to have the NHS. It is doing its job with aplomb in Brighton.

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Responses

Response from Royal Sussex County Hospital

Thank you for your comments.

Should you wish to discuss this matter further, please contact our PALS Team on 01273 664973 or by email at pals@bsuh.nhs.uk.

Kind regards

Patient Experience Team

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