"All in all I don't have a good impression of this hospital"

About: East Surrey Hospital / Accident and emergency East Surrey Hospital / Ophthalmology

(as the patient),

In recent months I have unfortunately had several illnesses which have necessitated visits to East Surrey Hospital.

11th June - Attended accident and emergency having a serious asthma attack. I was left in the waiting room for over an hour. Eventually I was called in to triage and given some excuse about the nurse thinking I'd already been called. My partner had gone back to the desk on at least three occasions to ask when I would be seen so it was clear that I was still waiting.

The doctor took me to a cubicle with no trolley or any other furniture in it. She fetched a chair for me to sit on and proceeded to take blood whilst crouched on the floor picking the equipment she needed up off the floor and putting it down again. In the end there was so much blood pouring from my arm I held the cannula in place in order to stop the bleeding whilst she organised the syringes. The whole time this was happening the doctor was telling me that she really doesn't know why this hospital doesn't provide them with the right equipment... not what you want to hear at this time but a valid question! ?

4th August - Went to my GP with a swollen eye and was told to go straight to A&E and that I must see an eye specialist on the same day. The nurse in A&E was extremely rude and when I explained what had happened told me that I can't expect to turn up at A&E and see an eye specialist just like that and that the nearest eye A&E is Brighton. I explained again that my GP had told me to attend A&E and asked if I was going to be seen or should I contact my GP again. There was no need for her to be so rude to me, I wasn't rude to her and I don't exactly go to A&E for fun.

The rest of this visit was actually quite positive, I was seen in the eye casualty department (having been told there isn't an eye A&E? ! ) and was sent home with a diagnosis and medication within 4 hours.

18th August - Attended for a follow up visit in the eye casualty department. I was told there was another potentially serious problem which needed investigating. All in all a positive visit this time. The locum consultant I saw was thorough and explained everything well.

27th August - I called the hospital because the vision in my eye had deteriorated significantly. I was told to attend the eye casualty department as soon as possible so I went straight there. I saw a nurse for a sight test and she said the vision was worse I then saw a different locum consultant who checked the eye and said there was nothing wrong. He asked for another scan of the eye which he said showed nothing new of concern and asked for a field vision test. I was told I couldn't have the field vision test on that day as the nurse who does it had gone for lunch. Seeing as it was lunchtime I said I'd wait for her to come back but was told that they don't do them in the afternoon. I was then told that I'd receive an appointment in the post, which I haven't received yet.

The consultant told me there was nothing wrong and that was it. I'm still left with poor vision in one eye and no explanation as to why. I find this distressing seeing as less than three months ago I had a routine eye test and was told my vision was near perfect.

8th September - I attended for an eye ultrasound and was 'greeted' by a rude receptionist, then waited for over half an hour past the appointment time with no explanation as to the delay. I was eventually called into a room and told to sit on a chair and close my eyes. I work in the health service and know that clinicians are supposed to introduce themselves by name and explain what they are going to do.

It's very unnerving to sit in a room with two strangers with your eyes closed.

All in all I don't have a good impression of this hospital. Every now and then you come across someone who is professional and caring but the vast majority seem rushed and this impacts on the care given. I'm attending again this afternoon and really hoping for some answers but feel that it's pot luck as it seems to depend entirely upon which doctor you happen to see.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Barbara Bray, Chief of Surgery, Surrey and Sussex Healthcare NHS Trust

Dear strawberry-s

I am really sorry to read that you feel that you have not had a consistently good care whilst our patient and would like to look into this further. Please can you email me your details (name, address adn date of birth). My email address is barbara.bray@sash.nhs.uk

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful