"Fantastic A&E, Brockham ward lets hospital down."

About: East Surrey Hospital

I attended A&E on advice of out of hours GP for worsening of sever abdominal pain which I had been admitted to Brockham ward for twice in the last 2 months and sent home twice after being given pain killers and no follow up. I was seen very quickly in A&E, nurses were soo reassuring and personable and the doctor thorough and caring. After in depth investigation and controlling the pain the doctor said it looked likely I would have to be sent to the Brockham ward (GAU) again. Reluctantly I agreed. As I knew from previous experience the GAU will not receive patients on beds so I was taken up in a wheel chair then left to sit on a chair whilst being on a drip, dizzy and barely awake from being on Morphine. After an hour saw a very understanding doctor who said I needed to be admitted. After explaining my apprehensions as a result of my last experiences they said not to worry as due to being admitted for the third time in 2 months and having worsening uncontrollable pain, they would sort everything out and perform a laparoscopy as an emergency in the morning and not send me home in pain. This doctor was never to been seen again and what happened was the complete opposite. I was left "nil by mouth" until midday the following day when a different doctor decided they weren't actually going to do the procedure as an inpatient. I was then kept in for 2 further nights just waiting for a kidney ultrasound. I was continually given medication I am intolerant to even though I told them every time they administered it, I had a red wrist band and it was stated on my drug chart and the A&E doctor had written up a suitable alternative that they only gave me twice. Was also given this medication but higher does to take home and when the nurse was challenged they weren't aware I had to have half dose. Staff very rude and you almost feel an inconvenience for asking questions, I was reduced to tears one night feeling vulnerable and lonely. Many patients including myself needing urine output measuring advised nurses, samples left pilling up in toilets then discarded as unable to identify. Blood in sink and toilet floor. The positives...... a Nursing assistant and Student Nurse who although busy always took time for a little chat or just a comforting smile, simple things make a big difference. After 4 days I was discharged in same condition I arrived awaiting a return for day surgery in 9 days. Seriously wishing I was still in the catchment area for Worthing or Southwick where experiences and patient care are worlds apart.

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

Both the Ward Mananger, Lead Clinician for Gynaecology and myself are really sorry to learn of your poor experience in GAU and Brockham Ward. We would very much like to learn more of your experience so we can share lessons learnt with the staff involved. My contact details are lynda.filby@sash.nhs.uk.

With kind regards

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