"Improved services for older people"

About: East Surrey Hospital / Older people's healthcare

(as a relative),

My mother was recently hospitalized at East Surrey in Beltchingly ward with an infection.

In 2010 she was also hospitalized for 6 weeks on Tandridge ward and following on from that I sent a very strong complaint in about the way she was treated and the care she received. My mother made me promise that I would never let her go into east Surrey as an in patient as she felt the care of the elderly was extremely poor. Up until now I have kept that promise and she has managed to remain out of the hospital in spite of not being well, although it has been stressful for me. I was more than aware that mum probably needed to be in hospital but following her previous experience I felt that I needed to do my best so that it did not happen. Unfortunately she became very ill and she was admitted ( I must say it was not for want of me trying to keep her out on the day and being very upset when she was admitted.

When I finally got to the hospital she was in the Acute medical ward. The care she recieved in the short time she was there was extrememly good, her attending doctor treated her with respect kept her informed and also myself.

She was then moved to Bletchingly ward. I can only say what a difference this time in the care that she received. The staff were absolutely amazing and she fared much better which lead (in my opinion) to a much quicker discharge.

One of the care assistant Sarah Jane (she has now gone on to uni to train as a nurse) was exceptional. She was fun and kept everyone entertained plus treating everyone with respect, she will make an excellent nurse and you should keep her once she is qualified.

The sister was also amazing, she is kind and very patient particularly when my mum was upset plus one of the staff nurses Sania (I think her name was) but in general all of the nurses, workers, care assistants, doctors were much better and my mothers experience was very much improved.

Please pass on my grateful thanks to all of the team on Bletchingly ward for a great service. I now have confidence that if my mother needs to go in again she will be cared for, appropriately and with respect.

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

Dear Flynngem

Thank you for taking the time to post your comments on your mother's care at East Surrey Hospital. I will ensure that all the staff involved receive the positive feedback.

We are ensuring that we act on any feedback whether it is positive or negative, and that if things don't go quite as well as planned that we are transparent and learn lessons from it - so I am delighted that your mother is reassured of the quality of care should she need to come back in.

Thank you again for taking the time to comment.

Kind Regards

Susan Aitkenhead

Chief Nurse

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