"My Mother's stay in East surrey Hospital"

About: East Surrey Hospital / Respiratory medicine

(as a relative),

My mother was unwell with COPD and recently had to stay in East Surrey Hospital. She hadn't had a stay in hospital since her last child over 30 years ago.

The care in A and E was ok, though it took hours to actually be seen by a doctor. She was the taken to a ward at night and then moved again to another ward - all very distressing.

She was then rudely awoken in the early hours by a nurse in the dark trying to take a swab from my mother's mouth, without actually telling her what she was doing and why, and whilst my mother was asleep, which frightened my mother out of her wits!

She then wasn't seen properly until later that day because they couldn't find her notes!

On the day of discharge, which was all very sudden, she was put in an outpatient's room attached to the ward and we had to wait nearly 3 hours for medication, while my poor mum was uncomfortable, and when I asked on a number of occasions how much longer we needed to wait, the ward clerk was unhelpful and I think rude.

My mother has always been frightened of going in to hospital and I can see why! Patients should be treated with respect and dignity, and I think they thought my mother was a nuisance because she spoke up and knows her own mind.

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Response from Susan Aitkenhead, Chief Nurse, Executive Team, Surrey and Sussex Healthcare NHS Trust

Dear Miss Hunter

Thank you for your feedback and I am very concerned to hear of your mother's experience. Could you please, with her permission, forward her details so I can investigate further?

I look forward to hearing from you. My email is susan.aitkenhead@sash.nhs.uk

Kind Regards

Susan Aitkenhead

Chief Nurse

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