"Brilliant service from AE"

About: Royal Surrey County Hospital

On Monday 27th april I visited the A&E department of the Royal Surrey Hospital in Guildford. I had been in great discomfort for the past three weeks with a bad ear which had been looked at three times in my local surgery by two different nurses and one doctor. I arrived at A & E at 1.30 pm. The receptionist was very kind and took my details. I was directed to the waiting room which was very busy with many people waiting to be seen. I was called by a nurse. They asked me why I had presented myself to A&E they listened to my storey of the past three weeks - they were very concerned that I had had a very uncomfortable ear for so long! They examined my ear and informed me that I had a plug of hard wax stuck in my inner ear and that was why I had the dreadful noise within my head! They took on board very nicely it was almost driving me in sane! They told me they would like a doctor from the ward (ears nose and throat doctor) to have a look at my ear. I was asked to wait in the waiting room until they could find the doctor to explain my problem. I waited for about 15 minutes and was then called back to the cubicle - the doctor nicely introduced themself to me and told me they would hopefully sort me out! They were very cool calm and gentle - they examined my ear and informed me that they would try to extract the wax in my ear. I was asked to wait for about ten minutes in the waiting room while they got 'things' ready upstairs on the ward. The doctor then appeared and collected me from the waiting room and walked me upstairs to their ward. There they explained to me what they would have to do to remove the wax - they informed me that it would probably be painful when it was removed and that it was ok to scream at them if it was! I informed them I would be a big brave girl and apologies just incase I did scream at them! They started the procedure and was very calm and gentle reassuring me all the time that it would be completed in just a minute or two! They then completed the procedure without me screaming at all. It was not painful. They were very kind and gentle and they made me feel on top of the world once the wax had been removed. I had the best treatment anyone would every wish for in an hospital. I would very much like to thank the nurse, the doctor and also I would like their boss to know how wonderful all the staff are at the hospital. I would also like to congratulate all the staff at the Royal Surrey for all their hard work and continued love and care they give to people every day., we have the best medical service in the world you should all be very proud of what you do at the Royal Surrey - I am sure you all are. Thank you so much for looking after me so well I really appreciated everyones care. Kind regards Rosemary Watola

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Response from Royal Surrey County Hospital

Thank you for taking the time to share your feedback. It is great to hear that you had such a positive experience and we will share your feedback with the staff in A&E and on the ward.

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