"my experience"

About: St Peter's Hospital (Chertsey)

Anything else?

dear sir,

After seeing the media reports on hospital care i would like to tell you of my experience,, at the time i did not feel it would be any good complaining and did not know how to go about it either.

my father had a serious fall and an ambulance was called, i was amazed that the crew were worried that they may hurt their backs lilfting him so my friend and i lifted him onto the trolley, why are these people crewing an ambulance if they have bad backs and cannot or are afraid to lift, my father is not a large person at all.

when we arrived at the hospital he was put into a cubical and waited for a doctor, after some time i was concerned that a woman in the next bay had been calling out for someone since we had arrived, i am not that naive that i do not realise there are many people around with mental health problems that the nsh has to deal with and so thought that maybe the nurses were ignoring the woman for this reason, however after some time i became concerned and answered the woman calls, she wanted a drink of water that was all but i was unsure if she should have one so i tried in vain to talk to a nurse, they all seemed uninterested and ignored me, i got the woman a drink and she seemed content, some more time passed and my father needed to go to the toilet a bowel movement, i tried to get help but no one would help me, i found a bed pan and helped my father use it, it was an embarassing and difficult thing for me and him, i was really angry with the treatment he was receiving especially when a lot of staff were just standing around, chatting and walking up and down, i was disgusted and had no confidence in the service he was getting, my father then went through, i think, unecessesary pain when the doctor eventually came. i have so little faith in the nhs that i do not think this will even be read or a reply sent, i will be glad when the people and systems in place are replaced with caring interested staff although i cannot see this happening under the current management systems.

yours sincerely

mr. steven fry

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Response from St Peter's Hospital

Dear Mr Fry,

Firstly I would like to offer my sincere apologies for the poor standard of care your father received whilst in our Emergency Department. I would like to reassure you and others reading this that we do listen carefully to feedback from patients and their families and will always try to read and respond to comments.

Our Emergency Department can be very busy, but that is not an excuse for your experience and someone should certainly have come and helped your father go to the toilet. I am sorry this did not happen and also that you witnessed the patient in the next bed in distress.

Whilst we obviously work closely with the ambulance service when patients arrive at hospital it is worth mentioning that we do not run the actual service. It is provided by South East Coast Ambulance Service and the contact number for their Patient Advice and Liaison Service is 01737 363866.

I would really welcome the opportunity to meet with you and discuss your experience in more detail. We genuinely want to learn from feedback such as yours and make sure that future patients receive the best possible care. If you feel this would be helpful please call my PA on telephone number 01932 722216.

Please rest assured that we are listening and really do want patients and their families to speak up when they are not happy with any aspect of the care we provide so that we can keep improving our service.

Kind regards

Suzanne Rankin

Chief Nurse

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