"the labour rooms and the midwives ..."

About: East Surrey Hospital

(as a relative),

What I liked

the labour rooms and the midwives all perfect angels.

What could be improved

my daughter had her first baby and was well looked after at all times during the birth and afterwards when she heomaraged.

Anything else?

when she was moved onto the ward afterwards she was ignored, left on her own to cope with a jaundiced baby never being told how well or bad she was doing, on one day she called me at midday and i had to leave work to go and sit with her baby whille my daughter went to the loo and had a wash as no one had come to help her. yet there was a woman in the next bed who's baby was being taken by social services as she had negleted her other 4 children and she only had to ask if she could go and have a cigarette and a nurse was there sitting on the bed looking after the baby. my daughter did not have one hot meal while she was in there and the only food she did get was brought in by me, because she was told she had to eat in the dining area and would not leave her baby who was under a heat lamp in the ward and could not be moved. eventually my daughter left the ward at 11pm when her baby was 5 days old it was the worst experiance of a hospital visit i have ever had and would not wish it on anyone. i wished i had complained before but did not know how to.

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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 strive to deliver excellent, accessible healthcare and we’re sorry that on this occasion it didn’t meet the high standards we require. Since your daughter was in our maternity unit we have made some major improvements including increasing the number of Midwives and Healthcare Assistants we employ. We also have a transitional care area where mothers with babies who have been in the neonatal unit are able to learn to care for them in a supportive environment before being discharged from hospital.

A Maternity Support Worker or Healthcare Assistant is now dedicated to the role of checking that every mother has eaten at every meal at the start of every shift and we are looking at different meal arrangements. It is acceptable for a mother to eat by her bed with her baby and the staff have been reminded of this.

We have just trained a further 8 Healthcare Assistants to become Maternity Support Workers and they have been trained to carry out extra duties to help with the smooth running of the ward. They are also able to give more care to mothers. Rusper ward has also re-opened with 15 extra postnatal beds.

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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