"The emergecy medical treatment ..."

About: East Surrey Hospital

(as a relative),

What I liked

The emergecy medical treatment that my 89 year old Mother received was very good.

What could be improved

The basic Nursing care was generally poor and the attitude of some of the Nursing Staff was unfriendly. When I visited, the call button was almost always out of reach as was the drinking glass. My Mother is very frail and also very weak and lost a lot of weight while in the Hospital. I do not live locally but travelled, after work, to help her with her evening meal whenever I could as well as bringing food in for her. She was very rarely helped to clean her teeth(she still has all her own) and became very upset about this.

Anything else?

I am a retired Community Matron and have worked in Hospitals for many years so I feel very well qualified to comment on the standard of Nursing care. Something is very wrong and must be addressed. Finally, please please do not allow older people to be starved over a period of days while waiting for an OGD as my Mother was.

Story from NHS Choices

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Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital.

We're pleased the emergency treatment your mother receivied was very good but are disappointed that the rest of her treatment didn't meet the high standards we require. We take all comments seriously and your comment will be fed back to our management team so we address the concerns raised.

Our Patient Advice and Liaison Service (PALS) is available to listen to concerns, suggestions or queries and can help sort out problems quickly on your behalf. You can contact PALS by telephone on 01737 231958, email: pals@sash.nhs.uk, or by writing to: PALS, East Surrey Hospital, Canada Avenue, Redhill, Surrey RH1 5RH.

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