"Long queue for A&E reception"

About: East Surrey Hospital / Accident and emergency

(as the patient),

I went to A & E as I had a fractured bone in my foot.

The reception seemed very lax and standing with my foot bound up and on a crutch I had to queue and wait in line for 15 mins. If I had sat down I would have lost my place. I felt someone from the hospital could have helped me.

Although I had to wait one and a half hours (I was told this it is usually much longer), when I was seen by a senior nurse I was very well treated and looked after.

Why does the first part of the A & E experience have to be so bad?

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

Dear Harry Nillson

I'm really sorry that your experience in our emergency department was not as good as we'd like. The emergency department reception staff normally look out for people like yourself who need to sit down - so I can only apologise that this wasnt noticed on this occassion. I have brought this to the attention of the Matron.

I hope your foot is on the mend.


Communications Team

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