"Distressing, and will not be repeated at this..."

About: East Surrey Hospital

What I liked

My wife had to be at the surgical admissions lounge by 0700 hrs. The early appointment being necessary because she is a Diabetic. At 0800hrs she had her interview with her surgeon and anaesthist. She was lead to believe that she would go to surgery at about 0900.

At about 1030, having fasted for over 12 hrs. she became very distressed, a sister gave her a damp sponge to wet her lips. After this she started to shake violently.

At 1100 hrs. she was finally taken to the ward where she was prepared for her operation. At this time I went and sat in my car untill 1200 and believing she would be in recovery by this time asked the staff in the admissions lounge to find out for me. They told me that she was fine and content( their words) But hadn't yet been to procedure. She later told me that she finally ( after demanding that she be allowed to go home immediately) went to the theatre some time after 1400 hrs.

I was taken to the recovery room at about 1445 to see her, and she was still distressed. and she couldn,t wait untill we were allowed home. At 1615 we were finally allowed to leave this hospital

after over nine hours. An ordeal bad enough for anyone but far worse for someone who is a diabetisc. Futher more she is still recovering from a recent brain operation. a fact I no to the the hospital was aware of.

What could be improved

Everything, although the junior staff were considerate, but did not have any answers.

Anything else?

I witnessed a sister " Shoo " a kind nurse away, who had asked my wife how she was feeling. Without as much as an excuse me, or any consideration at all .Which just about summed up the whole sorry experience.

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 strive to deliver excellent, accessible healthcare and we’re sorry that on this occasion it didn’t meet the high standards we require. Unfortunately, patients can be delayed going to theatre if other patients who require emergency surgery are rushed in but this should have been explained to you and you should have been kept informed.

We would like to investigate your experience and ask that you contact our Patient Advice and Liaison Service (PALS). 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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