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Poor service and shocking cleanliness standards

Story from nhs.uk

"Poor service and shocking cleanliness standards"

About: Royal Surrey County Hospital

Visit to A&E last week left us in shock.

6 hour wait times, I know this cannot be helped if busy but the staff that we dealt with apart from the receptionist were tardy and unfriendly. I appreciate there are many who visit that are abusive and unappreciative but it felt like we were dealt with with contempt and and a tired worn out attitude that rather appeared that they expect that attidtude from all their patients. Certainly not so in our case.

Never mind no 'bedside manner', actual manners would have been nice! The doctor we finally saw walked into the cubicle and burped without even so much as acknowledgement.

The main reason for uncharacteristically writing this review was for the state of the A&E as a whole. The place at 9.30pm was disgusting. I could not believe I was sitting in a hospital. All the sanitiser dispensers were empty, there was disguarded blood stained tissues everywhere, soiled dressings, cups and litter everywhere and nasty stains on seats. The toilets were another level of unclean, soiled gowns, overflowing bins, spillage on the floor! Tissue and paper towels all in the sink, and they stank!

We sat there near on 6 hours and never did see a cleaner or housekeeper in that time.

I have always had a high opinion of the Royal Surrey, and indeed had a very good and positive experience in another department this week, but A&E you have really let the hospital down, it was shocking sadly.

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Responses

Response from Royal Surrey County Hospital last month
Royal Surrey County Hospital

Submitted on 19/03/2024 at 10:39
Published on nhs.uk at 10:39

Dear Patient,

We were deeply troubled to read about your recent experience in the Accident & Emergency (A&E) department of Royal Surrey. Please accept our sincerest apologies for the conditions you encountered, which are completely unacceptable and fall far below the high standards of cleanliness and safety we commit to maintaining for all our patients and visitors.

Your detailed account of the unsanitary conditions, including empty sanitiser dispensers, discarded medical waste, soiled dressings, and the state of the toilets, is alarming and has prompted an immediate review of our cleaning protocols in the A&E department. It's concerning to hear that during your lengthy stay, the presence of our cleaning staff was not noted, and we want to assure you that we are taking this feedback very seriously.

We are implementing several immediate actions:

1. Conducting a thorough investigation to understand the breakdown in our cleaning schedules and staff availability, especially during what appears to have been a period of high demand.

2. Ensuring that all sanitiser dispensers are checked and refilled more regularly.

I understand that this experience has marred your opinion of the Royal Surrey, especially given your positive experiences with us in the past. Please know that we are committed to restoring your confidence in the hospital and ensuring that all departments, including A&E, reflect the high quality of cleaning we aspire to provide.

Your comments with regards to our staff members' behaviours will be addressed directly by the department matron and taken forward into team huddles as a point of learning.

We value all feedback received and thank you for taking the time to provide some.

With kind regards,

Elaine Kavanagh, Matron for Accreditation and Patient Experience

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