About: Eastbourne District General Hospital

My family came to A+E over Xmas with our elderly Mother. The 5 hour wait was to be expected because of the season, and she was seen and treated accordingly. What i was concerned about was the complete indifference the staff showed, when she was waiting to see the doctor after she was put in a cubicle. I told the nurse that our mother was getting very agitated, she didn't even come to look at her, she just said she had to wait for the doctor. In another cubicle the was another elderly lady who was on her own. she asked if i could help her, she was lying in a crooked position in the bed and said she had been there a long time and hadn't had a drink. I asked another nurse if she could help and she was very off hand and said she had to go. Shortly afterwards someone gave her a cup of tea. I am sure that the staff do a wonderful job, but a few kind words go a long way, elderly people feel very scared and vulnerable in hospital, and everyone was too busy to reassure them.

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Response from Eastbourne District General Hospital

Thank you for taking the time to provide feedback on NHS Choices about your visit (with your mother) to the A&E department at Eastbourne DGH over the christmas period. We're concerned to read your observations about a lack of empathy and kind words from nursing staff towards older people and we apologise that you and your mothers experience could have been better. We would like to assure you that we take comments such as these very seriously, and your posting has been forwarded to the Head of Nursing for appropriate action. If you feel you would like to discuss this issue further with the Head of Nursing, please contact our Patient Advice and Liason Service (PALS) who will be able to make these arrangements. PALS can be contacted on 01323 435886 or by email at esh-tr.PALSE@nhs.net. May we also let you know that another way patients and families can give feedback is by contacting Healthwatch East Sussex. They are your independent consumer champion for health and social care and would like to hear from people about their experiences of health and social care services. Their role is to make sure your views and feedback are heard and affect the decisions made by the people who deliver your services. You can contact Healthwatch: by phone: 0333 101 4007, text: 0779 410 0409, email: enquiries@healthwatcheastsussex.co.uk or visit the website www.healthwatcheastsussex.co.uk Once again, thank you for bringing your observations to our attention.

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