"Out-patients Eye Dept. East Surrey Hospital"

About: East Surrey Hospital / Ophthalmology

(as the patient),

I came to this country 40 years ago.

I had visited this Department as an Out-patient before and had previously seen a consultant, but was not confident of the diagnosis and not happy with the treatment prescribed which had little effect on my condition.

When going for a second visit in July 2012 I saw that another consultant was present at the time, not seeing patients as they were walking around the waiting area, so I requested that they took my appointment. They looked at my file then at me and refused to see, me saying they had too many patients of their own to see.

I really feel that the decision was not about workload but more that my face did not fit (I am ethnically Chinese) and asking for a second opinion.

I have been treated in East Surrey Hospital as both an In-patient and Out-patient for various problems (not only my eyes) and have always received wonderful caring and effective treatment, but this incident really upset me.

I have subsequently requested to transfer to Moorfields Hospital and am being seen by them.

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Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Dear Agatha

I am pleased to hear that you have received excellent care at East Surrey Hospital both as an In-patient and Out-patient in the past, but I am also sorry to hear that your most recent visit to the hospital was not such a good experience.

Thank you for taking the time to comment about your experience and we will pass on your comments to the relevant department.

For future use or if you would like to take this matter further, we do have a Patient Advice and Liaison Service who are there 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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