"positive experience"

About: East Surrey Hospital

My husband had a serious seizure on Friday night (23-24th Jan). Although he had had epilepsy for many years he has never had such a prolonged and acute fit and I was very worried about him. The service we received from the initial call to being discharged was both reassuring and first class. The call operator kept me calm and talked me through basic first aid until the paramedics arrived. Both of the paramedics had the perfect mixture of professionalism and friendliness and carried out all the necessary checks thoroughly and fed back to us both throughout - despite my husband being initially unresponsive he was treated with dignity respect. I did not go in the ambulance as I went separately in the car but a & e were quick to reunite us and assured me of his safety. The nursing staff were helpful and kind and at each stage introduced themselves and explained the tests and procedures. The doctor, although junior, gave him a thorough examination, gave clear answers and when she was unable to answer questions did not 'blag' (as had happened the past) but said she would find out and get back to us - which she then did. The follow up was discussed and agreed with us and a clear documented summary given to me. We both found the whole experience, although stressful, exceptionally well managed especially in view of all the recent negative press. We both felt that whilst we are often quick to criticize it is equally important to pass on positive feedback. We would both, therefore appreciate it if all concerned in my husband's care on that night be thanked for their care

Story from NHS Choices

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

Dear Anne

Many thanks for taking the time to give us detailed and positive feedback. I know our staff work very hard to treat everyone with dignity and respect, giving our patients and families the information, care and support they need and it is always good to hear when they have got it right. I will make sure your comments are shared with them all.

best wishes to you and your husband


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