"I was made to feel bad"

About: East Surrey Hospital / Accident and emergency East Surrey Hospital / Trauma and orthopaedics

(as the patient),

Went to A and E with what turned out to be a broken foot, was seen and dealt with in what I would say was a reasonable time, 3 hrs.

The problem I had was, with a big foot, they did not have a support boot big enough or any crutches, I was given a form filled in by the nurse and told to return the next day to the fracture/trauma plaster department.

On my arrival the next day I gave the receptionist the form, after ringing in the morning to inform them of my visit, and was made to feel like an inconvenience, and most unwelcome. This was because, apparently A and E should not of sent me there and she did not know what the form was about. I was only doing what I was told.

I then saw the nurse for the boot, she explained to me that A and E should have made me an appointment with them, and until I see them I am under the care of the A and E, and should there be any problems, it's down to them. There was also no crutches for my height there either.

I was also explained to about who's budget it was coming out of and who's it should of come out of. I must on the whole say I was made to feel bad, but like I said I was only doing what I was told. I also was sent away without crutches

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Response from Tasha Gardner, Communications Manager, Marketing and Communications, Surrey and Sussex Healthcare NHS Trust

Dear Brokk

Thank you for taking the time to share your feedback and I am sorry to hear about your experience when you came back to us the following day. We continually try to improve the care we give to patients and feedback plays an important role in this. I will make sure your comments are passed on to both the A&E department and Fracture Clinic so they can share it within their teams.

kind regards


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