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"A&E lack of care"

About: East Surrey Hospital / Accident and emergency

(as the patient),

In my recent experience attending A&E the service I received was awful.  No doubt they were a bit busy, I have seen worse. The staff didnt communicate, and I felt that they didnt care, or show compassion. The doctor didnt offer me any help reassurance or explanation of my illness and I found it very distressing and unhelpful. I was consulted stood in a corridor, had a cannula removed from arm, stood in a corridor. I didnt have a proper medical examination.

I wasnt allowed to lie down even though I was severely dizzy and had been flat out in bed for days. I was forced to sit bolt upright in an uncomfortable waiting area at every stage. I saw 10 plus empty trolleys on a corridor so there was certainly no shortage of places I could have laid down. Had I been over 70 I think I would have been given a bed and not expected to sit upright in a waiting area while feeling so ill. No one cared or gave me the time of day even when I asked.  It was wholly a distressing and unsatisfactory experience and I would have been better off staying at home and hoping that things didn't get any worse. 

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Responses

Response from Paula Tucker, Deputy Chief Nurse, Trust, Surrey and Sussex Healthcare NHS Trust 6 years ago
Paula Tucker
Deputy Chief Nurse, Trust,
Surrey and Sussex Healthcare NHS Trust
Submitted on 10/01/2018 at 11:23
Published on Care Opinion at 14:16


Dear Dizzy chick

I am sorry that you have had such a terrible experience within our ED. Yes the department has been extremely busy, but the team should not forget the essentials of care and compassion.

I will share your experience with the ED team so that the team can learn from this.

kind regards

Nicola Shopland

Divisional Chief Nurse Medicine

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