"Waiting to long , poor attention from reception..."

About: East Surrey Hospital

What could be improved

The attitude and attension of some of the reception staff could be greatly improved by awnsering questions with a straight awnser . Also to act quicker when a problem occures

Anything else?

I Was told on arrival there would be a while to wait ,which i accept , later to find out this would be a 3.5 hour wait . Got called to assesment nurse 3 hours later and told i would be called soon to see a doctor , waited for another 1 then asked reception how much longer it would take there was a 3.5 hour wait , waited a further 1.5 hours asked again while assesment nurse was at reception and and was told i had been called at 10.45 which was incorrect as my self or my daughter were in waiting area all the time and i was never called and the time was now 00.40 eventualy the assesment nurse went to get a doctor and i was seen aprox 01.20 . Was then asked by the doctor if i had,had an ECG to which i replyed no and then asked quetions regading my injury then had my breathing checked and prescribed some antibiotics to clear any infection to the injury and clear any possible lung infection .

Due to all the above i feel my whole visit to this hospital was very poorly dealt with and i feel i still need to visit my GP today to get propper awnsers for my condition . I hope this will help to improve your A and E procedures so other patients do not get such a poor service

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Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital and we're sorry for the delay you had in A&E. Over 95% of patients attending A&E are now being seen within 4 hours (the national standard) and we're sorry this wasn't your experience. Your comments will be fed back to the management team as we continually strive to improve the experience of our patients.

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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