"Great for the op, poor treatment at the follow..."

About: Royal Surrey County Hospital

A game of two halves. The emergency op for my child went well, A&E were brilliant, radiology was quick and efficient, great anaesthetist for the surgery, and lovely nurses in every department. We truly appreciated how well they treated our young child.

*However*, when we went back to have the cast cut down and the fractures x- rayed, we waited a grand total of four hours in the out patients department due to what seemed to be a series of administrative errors.

The staff didn't seem to know how their own queuing system worked - we were told to take a ticket after signing in electronically, only to be told by another staff member that there wasn't a ticket machine.

It was almost as if the appt had never been scheduled, although her name was on the electronic board and a nurse repeatedly came to tell us that we were next - sadly, that wasn't the case.

It wasn't until I approached another nurse - three plus hours in - to say that if they were having scheduling problems that we could come back another day, that we were finally ushered in to a harried looking doctor who was unfamiliar with her case and made her cry, by ripping a plaster off without warning. Tremendous bedside manner, although to the doctor's credit, the fact that she was by this time now starving may have been a mitigating factor.

She's due to go back for follow up, and a further op, but because of the unevenness in care, we are now extremely hesitant about doing so. We have heard similar reports from other families who won't come here and were reluctant to believe them, but after this, now we know why. What a shame.

Story from NHS Choices

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Response from Royal Surrey County Hospital

Thank your for taking the time to share your feedback, which is always gratefully received. I am pleased to read that your daughter had a postive experience in A&E and during surgery. However, I am concerned that the same experience was not replicated in our outpatients clinic. Here at Royal Surrey we always strive to provide the very best care for all of our patients and I am disappointed that this appears not to have happened on this occasion. All complaints and concerns are taken extremely seriously and we would like to investigate this. Please could you email rsc-tr.communications@nhs.net, in order for us to look into your daughter's case.

In the meantime, you feedback has been noted and passed on to the relevant members of staff.

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