"I received excellent care from everyone in a very..."

About: East Surrey Hospital

What I liked

I was admitted to A & E and stayed in SAU for 3 days. The care I received was excellent. Everyone I saw was kind, attentive and kept me informed of what was happening at all times. The ward was incredibly busy and was run efficiently with staff working well together. There was a nice atmosphere and the nurses very friendly and always cheerful when working under such pressure.

What could be improved

When I arrived at A & E it was incredibly busy and I had to wait quite a while in a queue before being seen. The ambulance crew had to stay with me so this meant the ambulance could not be released to attend to the next patient for quite some time. Is there any way to avoid this?

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Response from East Surrey Hospital

Thank you for taking the time to comment about your experience at East Surrey Hospital. Your comments will be passed onto the A&E and SAU teams. Such positive feedback supports staff morale and encourages everyone to sustain the high level of care we deliver to our patients.

We're sorry that you experienced a delay in the handover from the ambulance crew. As you experienced, during busy times waits can be longer but we are working hard with the ambulance crews to ensure handovers occur within 15mins. Our compliance rates (the handover time agreed with the ambulance service) are now among the best in the south east.

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