"Disinterested a and e"

About: East Surrey Hospital

Brought my mother to a and e as ambulance failed to turn up. Pushed mum into a and e in wheelchair and quickly moved car to car park as requested by staff outside. Raced back to be with mum who was only person in a and e, no one had asked her if she needed help. A member of staff behind desk looked like they had swallowed a wasp, rolled their eyes and reluctantly checked us in. Noticed three members of staff behind their legs slumped over chairs, mugs of tea in hand. So unprofessional uncaring attitude, not as would be expected of hospital. Got taken thru to amp. Sister in charge unbelievably rude. Other nurses with more mugs of tea nattering about all their personal life for ages, I just stood there waiting for them to finish before the matron rolled their eyes and said what do you want, i asked where my mum had been taken and they replied how would I know. If this person is in charge no wonder there are staff problems. Nurses just seemed to drink tea and talk about the night before. Doctor and consultant were excellent, totally unsupported by support staff. Also thought the lovely tea staff came across more professional than the matron, was very sweet. Matron put elderly patient on bed covered in someone else's blood, could not be bothered to change blanket, just turned it over. Lots of nurses milling about doing nothing much. More like a social club than a hospital.

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Response from Nicola Shopland, Divisional Chief Nurse for Medicine, Surrey and Sussex Healthcare NHS Trust

Dear Anonymous

Thank you for your comments, the Matron for ED would be keen to explore your observations and provide feedback to her team. Her email is jackie.thompson@sash.nhs.uk, please feel free to contact her.

kind regards

Nicola Shopland

Divisional Chief Nurse Medicine

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