Care Opinion

Chaos

Story from nhs.uk

"Chaos"

About: East Surrey Hospital

I attended with breathing difficulties and after a blood test and nebuliser I was left for hours in the waiting room in an and e.

During the times I was seen I was again sat around waiting and saw patients left in beds in the corridors.

It was only after I wanted to leave after being left for hours with no understanding of what was happening or what was wrong that I was told I needed to be admitted , however I insisted I wanted to go home as I was so exhausted after arriving in the ambulance earlier that morning after my initial call after 5am that morning . A consultant advised i should consider being admitted as I would benefit from being given antibiotics however given my experience that day and at least 3 other times being left to wait for more than 7 hours in I don’t have the energy to be left again on a chair .

Each time I have been to an and e I have had the same experience and I am really confused about how they have received any 5 star reviews .Perhaps only the high rated reviews are only published and this one of mine won’t make it .

Each time I have been it has felt like chaos with people old and young being left to say on hard chairs watching the numbers build .

I saw an article today that said ESH had declared a critical emergency on 2nd Jan 2025 which makes the ratings even more perplexing.

There are obviously lots of staff working in dire conditions but I do think that more thought should be given to managing the department and focussing on people being dealt with in a fluid manner rather that it being sporadic and peace meal.

It is really frustrating that the few occasions I have needed care I have left in pain and upset .

I work in 2 very hard sectors in charity and as a civil servant but when I have needed help it sadly don’t transpire .

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Responses

Response from Katharine Horner, Head of Patient Safety, Experience and Risk, Surrey and Sussex Healthcare NHS Trust last month
Katharine Horner
Head of Patient Safety, Experience and Risk,
Surrey and Sussex Healthcare NHS Trust

Submitted on 01/02/2025 at 16:54
Published on Care Opinion at 16:54

Thank you for taking the time to share your experience. We are truly sorry to hear that your visits to ED have left you feeling frustrated, exhausted, and without the support you needed. Your feedback is deeply concerning, and we understand how distressing it must have been to wait for long periods without clear communication about your care.

Our Emergency Department is often under immense pressure, particularly during times of high demand, and we recognise that this can impact patient experience. While our teams work tirelessly to provide care in challenging conditions, we acknowledge that long waits and uncertainty can add to the distress of those who come to us for help.

Your concerns about communication, waiting times, and overall patient flow are extremely valuable. We want to assure you that we are continually working to improve the way our department operates, ensuring patients receive the right care as efficiently and compassionately as possible.

We would welcome the opportunity to discuss your experience further and learn from it. If you feel comfortable, please do get in touch with our Patient Advice and Liaison Service (PALS) so we can address your concerns more specifically.

Thank you again for your feedback. We truly regret that your experiences have not been what they should be, and we appreciate your honesty in bringing these issues to our attention.

Kind regards,

Katharine

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