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Very disappointed

Posted By Agag

"Very disappointed"

About: East Surrey Hospital / Accident and emergency

(as a service user),

Came to A&E with my 17 month son who had a massive bump on his head as he rolled off the changing table in the nursery.

Considering his age and the nature of his injury I thought he was going to be seen urgently but not such luck!

We waited almost 3 hours even though the board never showed at any point waiting time is 3 hours..

Everyone else went in and come back and we were still waiting,  I've asked and asked when we are going to be seen and all I heard was you are next...

In the end we were called just before midnight by a staff member  who said there was a mixed up and apologised but in my opinion body language indicated they did not care.

Fortunately my son is ok but what if he wasn't...

I'm so angry with A&E staff and disappointed with the care my son received...

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Responses

Response from Paula Tucker, Deputy Chief Nurse, Trust, Surrey and Sussex Healthcare NHS Trust 4 years ago
Paula Tucker
Deputy Chief Nurse, Trust,
Surrey and Sussex Healthcare NHS Trust

Submitted on 23/09/2019 at 14:29
Published on Care Opinion at 14:29

Dear Agag

I am sorry that you and your son received a poor experience in Paediatric ED. I am disappointed that you were not kept informed of the approximate waiting times and will discuss this with the team involved.

Urgent life threatening conditions will be seen as a priority, with other conditions often having to wait. Nonetheless you should have been kept informed.

I am pleased to hear that your son is okay.

best wishes

Nicola Shopland

Divisional Chief Nurse Medicine

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