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A & E experience spoiled by one person

Posted By Claudecat

"A & E experience spoiled by one person"

About: East Surrey Hospital / Accident and emergency

(as a friend),

Arrived at A & E with my friend who was in severe pain. Reception and wait time was acceptable. What was not was the attitude of the nurse who called us through for assessment and was our first contact with medical staff. This Nurse was abrupt to the point of rudeness and very unsympathetic to my friend and her severe pain.

once we were processed and moved into the main A & E area, the care we received was much better, the Healthcare Assistant who did an ECG and bloods was excellent, very caring and understanding and the Doctor that followed again was professional and very gentle.

What a shame that this experience and your hospital was spoilt by the one person we met at first contact.

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Responses

Response from Cathy White, Patient Experience Lead, Patient Experience Team, Surrey and Sussex Healthcare NHS Trust 6 years ago
Cathy White
Patient Experience Lead, Patient Experience Team,
Surrey and Sussex Healthcare NHS Trust

Submitted on 14/07/2017 at 09:32
Published on Care Opinion at 09:51

Dear Claudecat,

I am sorry to hear that a member of our staff did not communicate with you and your friend in an appropriate way. First impressions are so important and set the tone for the whole encounter, so please accept our apologies that it was not up to standard on this occasion.

We would like to look into what happened to see what we could learn from it. Comments posted on Care Opinion are anonymous and so for us to do this could you please email Jackie Thompson, the matron for our emergency department. Jackie's email address is jackie.thompson@sash.nhs.uk

With best wishes,

Cathy White

Patient experience lead

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