"Poor experience of an endoscopy"

About: East Surrey Hospital / Gastroenterology

(as the patient),

First of all the staff in the Endoscopy booking dept made the process for me much more stressful. The member of staff I spoke to sounded stressed and was very abrupt with me over the telephone.

So my appointment for an endoscopy was mid morning. When I arrive there is no one at reception with a small note saying take a seat and wait for a nurse. The waiting room was packed with everyone seemed confused as there was nobody to ask if they'd been checked in. The phone on reception constantly went off, no one there to answer it, nurses came and went and seemingly ignored everyone who was waiting.

At an hour after my appointment was due I was still waiting - no one even acknowledged me. All the staff looked stressed and miserable to me and I started thinking I may just up and leave. 15 minutes later my name gets called and I get taken to a room and left there for another 15 mins. I asked for sedation but I didn't even get a pre-med (I think the nurse forgot). I find this very bad practice.

I had the endoscopy with no pain relief at all and no idea what was happening. The hospital certainly looks good but I found it very unorganised and unfriendly!

I would definately opt for a different hospital if I need any other treatment, the only plus I could give was that it was clean but as for staff, organisation, and the whole process starting from appointment booking, in my opinion it was below average.

My suggestion would be for the staff to go on a training course on how to treat patients with respect and try to smile. While I was there a member of staff from the bookings dept came out and shouted at a man as he had knocked on their door for advice - it was completely humiliating for him and the member of staff was rude and patronising - very much the same as when I called for advice.

I wonder how the hospital have employed people who seem to have no interest in customer care or empathy towards human beings?

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Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Dear Bailey28

I am very sorry to hear about your recent visit to our hospital. We strive to deliver a safe and caring environment, but from your accout you did not receive this service on your visit, and for that I apologise.

Please can you call Jamie Moore - our Divisional Chief Nurse on 07920278962 or email on jamie. moore@sash. nhs. uk to discuss this matter further. We value your feedback as it helps us improve our services, so thank you for taking the time to talk to us.

For future use we do have a Patient Advice and Liaison Service who are there 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.

Many thanks,


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