"Excellent care on Brockham ward"

About: East Surrey Hospital / Gynaecology

(as the patient),

Excellent doesn't begin to cover the quality of care I received in general. I felt treated as a person, not a case, with a high standard of professional care.

This applied to the cleaners right up to the kind surgeon, Dr Zara Nadim. Overworked nurses who made time to talk with us if needed. There was one exception in the Fri night staff nurse who wanted to override the instructions I'd been given on medication by the day shift. She barked comments at me and seemed to have a bypass on any effort at warmth.

More importantly, there was a woman in acute pain who told two nurses she needed pain meds but the same staff nurse didn't come for at least 15 mins. She told the woman that she a lot of patients to deal with. Her cold attitude added to the distress the woman was already in.

The second thing that would have helped me, after a vaginal repair, is if it could have been explained more clearly that the bleeding after the op is not due to a gaping wound but like menstruation - something of a surprise to a woman whose last period was 6 years ago! I spent a good few days worrying I'd inadvertently opened the surgical wound.

It is clearer on the website but surely the old leaflet I was given could be updated with clearer and more contemporary instructions and explanations.

Cannot emphasize enough how these are details in an otherwise excellent standard of care.

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Response from Bill Kilvington, Assistant Director for Women and Children's, Surrey and Sussex Healthcare NHS Trust We are preparing to make a change

Dear Mogz,

Firstly, thank you for your kind comments. That part of your experience reflects the standard of care that our team try to provide at all times. But just as important are your comments about where we can do better as it's these comments that enable us to focus on things that we want to do better. Be it providing better information or indeed tackling thoughtless behaviour when it occurs.

I will share your comments with Miss Nadim and Mandi the Sennior Sister, who I know will appreciate both the kind words and also your observations about the less favourable aspects of your experience so that they can continue to do better.

Thank you for taking the time to provide us with your feedback.

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Response from Lynda Filby, Matron, Surrey and Sussex Healthcare NHS Trust

Dear Mogz,

As expressed by my colleague thank you for your kind words regarding the care you received on Brockham Ward.

Likewise we would be very keen to address the aspect of your care which was not so good. I would be very grateful if you would feel able to confirm the dates you were an inpatient so we can speak to the nurse you have rasied concerns about.

We are in the process of reviewing the leaflets we distribute at pre assessment and will be sure to include the very valied suggestions you have made above.

I hope you continue to make a good recovery from your surgery.

My email address is lynda.filby@sash.nhs.uk.

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