"Terrifying, an experience i pray i never have..."

About: East Surrey Hospital

What I liked

The Dr's and nurses that where working were trying their hardest to do their job, but were so understaffed they just could not keep up with the amount of work put on them.

What could be improved

It would have been better if i had a bed to lay on and not a hard trolley, and somewhere for me to have some privacy. I was stuck in the middle of the room for everyone to see, no privacy, i had other patients family leaning on the bottle of my trolley and was praying the nurses would tell them to move. I was desperately thirst but did not have a table, so no water jug etc, i did not have a bell so could not call for help when i needed it.

I was there for ten and a half hours and all i had done in that time was a simple blood test and chest xray. Why on earth did it take so long to let me go home. After being on a trolley for six and a half hours, i was told to vacate it and go sit in a chair. I felt so unwell i thought i was going to faint, sitting in this chair, and the heating being on it was too hot in there, i felt terrible. I told them nurse who made me feel like a huge inconvenience and said ' oh your just panicking'. That just made me feel worse, and i just wanted to go home. I ended up waiting 4 hours for my meds, why , why on earth does it take 4 hours to give me one simple strip of tablets.

Anything else?

I was just so scared whilst i was there, i just wanted to get out of there, it was awful. Ive never seen it this bad, there are too many patients for the amount of staff.

They were 6 nurses short that night so no one had time for the patients apart from basic care, 2 old ladies were calling for help but were just left. Another nurse from somewhere else came into the area i was in and said ' is there no one working in A & E' as the old ladies bells had been ringing for ages. I felt scared and alone, and if it had not been for the fact i was there for my heart, i would have discharged myself.

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.

The Emergency Department at East Surrey Hospital is undergoing a wide spread refurbishment, to support significant change in service delivery. When complete, the Emergency Department will be designed to support the provision of highly skilled and efficient care for our patients, this includes a designated Paediatric Department, streaming/assessment rooms, enhanced and expanded majors and minors areas along with a refurbished Clinical Decisions Unit.

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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