"Staff in SCBU were fantastic especially ..."

About: East Surrey Hospital

(as the patient),

What I liked

Staff in SCBU were fantastic especially one of the consultants (unfortunately I never got his name) who was very respectful and kind to me. He left a very good impression on me and I regret not being able to thank him as unfortunately I did not see him again.

I had to be re-admitted when my daughter was only a day old due to rash she developed (we should never have been sent home in the first place but that is a whole different matter). I was put into a private room which was very much appreciated as I don't believe I would have coped out on the main ward so for that I am extremely thankful!

What could be improved

Cleanliness. The toilets on Burstow are simply DISGUSTING, there is no other word to describe them. On many occasions the sanitary bin had not been emptied and the toilet and floors were covered in blood (apologies for being to blunt). You are told to take your babies with you everywhere you go, including the toilets but there was no way I would take my daughter into that environment therefore I only went to the toilet when I had visitors so I could leave my daughter with them which meant I would go all night without going to the toilet!!

I found many of the staff quite rude and uninterested. I felt like I was bothering them if I asked anything or needed help. There were a couple of the midwives however who were absolutely fantastic.

Overall, the delivery suite was brilliant. My only complaint there was that it took 4 attempts and 3 members of staff to try to get IV antibiotics into me whilst I was giving birth. Two of these staff members proceeded to have an argument about it right in front of me which I found to be very unprofessional. In the end my husband had to step in and ask them to stop!!!! All this was going on while I'm laying there pushing! They eventually got the needle in but shortly afterward it came out again and I began to bleed heavily. It took several minutes for anyone to notice. Needless to say I find this totally unacceptable.

15 mins after giving birth, another midwife who we'd not met before came in and without saying anything began to clear all my bags away. When my husband asked what she was doing she simply replied "you have to move". Ok so I can understand that they were busy and they needed the room, but please, just some basic manners wouldn't have gone a miss, there is no need for rudeness in my opinion.

Overall I did not have a good experience at ES and would certainly not be recommending it to anyone!!!

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 will pass on your comments about SCBU to the staff involved.

We strive to deliver excellent, accessible healthcare and we’re sorry that on this occasion some aspects of your care didn’t meet the high standards we require. The cleanliness of the wards have much improved because of the weekly audits that the Matrons carry out and all cleaning problems are escalated straight away to the domestic supervisor so any problems are dealt with immediately. So much so that a recent inspection by the Care Quality Commission (April 2010) found the Trust meets all standards of the hygiene code.

We apologise for the attitudes of some members of staff that you encountered. This is not acceptable. Attitudes have been addressed as we do not tolerate rudeness or bad behaviour from any member of staff. All staff are reminded about their own professional conduct and accountability during mandatory training which all staff attend yearly. Communication skills are also discussed at ward meetings and at mandatory training days.

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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