East Surrey Hospital
Canada Avenue, Redhill, RH1 5RHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled My Cardiac Arrest
by Lucky Traveller - Posted on 10 November 2023
I suffered cardiac arrest and was rushed to East Surrey Hospital having been given CPR at Gatwick Airport. The treatment I received during the 14 days from the day of admission to the day of discharge was exceptional. I have been in private hospital over the years and I can say that my NHS treatment was superior.
Visited October 2023
Provided by Care opinion
Review titled East Surrey Hospital
Replied on 20 November 2023
Thank you for posting your feedback on your recent hospital experience. We are pleased to hear you received such good care throughout your hospital stay. We will ensure the departments who would have been caring for you are aware of your positive feedback. Many thanks Patient Experience Team
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Review titled Excellent care throughout
Rated 5 stars out of 5
by Ian Graham Catchpole - Posted on 06 October 2023
The paramedics were outstanding and I can't fault anybody at the hospital either. Waiting times were not bad considering there was a strike on at the time. Unfortunately they were not able to identify the problem but were able to give me a lot of good advice and eliminate a lot of possibilities. This is most reassuring. The NHS is precious and needs our continued support.
Visited Accident and emergency services on October 2023
East Surrey Hospital has not yet replied.
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Review titled My worst ever A and E experience
Rated 1 star out of 5
by Ms Nicole Johnston - Posted on 03 September 2023
I rang 111 and was told to go to A and E immediately because of a serious and tracking infection and a very high temperature. We had never been East Surrey and we are unlikely to ever trust them again. We arrived just after 11pm and the waiting time was 3hours and 20mins. We waited more than 8 hours, despite the longest wait time being 7 and a half hours. We tried to get updates and were told they had no idea. I had a serious infection, with a rising temperature. When we finally saw the doctor, who had just started he was rude, dismissive and patronising. We sat with two men who had fallen, one was peeing blood and one was in extraordinary pain - the one in huge pain had been there since 8.30pm and was seen just before us - so must have waited at least 10 hours, his wife finally convinced them to give him paracetamol at about 5am. The other man who had been peeing blood was still there when we left. I am a huge fan of the Nhs but I left sicker than I arrived. I have only ever had one negative Nhs experience prior to this and never when I was in A and E. I will never trust this hospital with my health ever again.
Visited Accident and emergency services on September 2023
Review titled East Surrey Hospital
Replied on 05 September 2023
Hello I can see by your post above that the care that you documented is definitely not the care and experience we want for any of our patients. I would like to sincerely apologise for the experience that you had on this day. The department is extremely busy currently which can cause delays to be seen, and admission. However any patient responses good or bad we always would like to understand in more detail and see if there is any learning that we can take and therefore ensure that we attempt to mitigate or eradicate negative experiences. Therefore I am more than happy to discuss your concerns over the phone I am contactable on 01737 768511 ext. 1956 or 6831, this is our PALS service please pass on your details and I will personally call you back Thank you Carl Sedge Head of Nursing Emergency Care
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Review titled Efficient polite staff
Rated 5 stars out of 5
by Anonymous - Posted on 23 September 2023
Lovely experience today every staff member was polite friendly and efficient. Thank you so much I was worried about another DVT I had bloods and ecg and results all within 2 hours.
Visited Accident and emergency services on September 2023
East Surrey Hospital has not yet replied.
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Review titled Unhelpful, rude attitude
by leojw67 - Posted on 21 September 2023
I had a phone consultation with a consultant from the bowel department at the East Surrey Hospital last week, following a referral by my GP - which was at their suggestion, I did not request it myself. As soon as I answered the phone, I sensed the consultant's hostility. My GP referred me because I had been in constant pain which reduced me to tears for the last few weeks, but the consultant said that because I'd previously had tests done, they were not prepared to look into my problem any further. I tried to ask politely if something could have possibly gone wrong since then, and they very forcefully told me that it was impossible, and that they knew their job - I at no point implied that they did not know their job. I asked the consultant if they had the result of the test that my doctor told me was necessary, but they said that they did not have it, the doctor was wrong in ordering it, and they would not act on it regardless of the result. The more I asked questions, they seemed to become increasingly annoyed, they gave me the impression that they were blaming both my GP and myself for wasting their time, accused me of raising my voice - which was entirely untrue - and slammed the phone down. This has caused me an enormous amount of distress, there was no call for their attitude, which I could not understand as I was guided by my GP, who was concerned about the degree of my pain, and was only trying to help.
Visited September 2023
Provided by Care opinion
East Surrey Hospital has not yet replied.
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Review titled Telephone appointments......
by Eleanor4 - Posted on 08 September 2023
Waited three years for this appointment that was supposed to be six months after initial appointment. It's now ninety minutes late. How long after appointment time does East Surrey Outpatients expect people to wait? Other interesting details are that I confirmed this appointment with outpatients as the letter had no details and it arrived with only a week's notice so had to re-arrange work at personal cost. Can absolutely appreciate the pressures, but this is just not good enough, in my view.
Visited September 2023
Provided by Care opinion
East Surrey Hospital has not yet replied.
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Review titled Cancelled appointment with no notification
Rated 2 stars out of 5
by Pat Webb - Posted on 20 September 2023
When arriving for a 9.40 appointment this morning I was told that it had been cancelled. This was without any notice despite the fact that you have my e mail and my mobile and home numbers. The receptionist gave me a copy of a letter which had apparently been sent to me. The letter was dated only two days previously and had not arrived. The letter given to me was also incorrect showing that my 9.40 appointment was for tomorrow, Thursday was changed due to the strike when in fact the appointment was supposed to have been today. With great difficulty I got a lift for this appointment as I was not able to use my car due to my initial letter saying that I may have drops in my eye and could not drive. Now I am stuck without transport and have difficulty using public transport due to mobility problems. I understand the lack of staff due to the strike but cannot for the life of me understand how a Royal Mail letter was better than an e mail, text or phone. I would appreciate your comments. Initially I went to speak to the Patient Liaison but they were also closed.
Visited Ophthalmology on September 2023
East Surrey Hospital has not yet replied.
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Review titled AEC
Rated 5 stars out of 5
by M Watson - Posted on 01 September 2023
I was sent by gp urgently to A&E and received excellent care from the nurse who saw me, I was then sent for an X-ray and then on to AEC, where I was seen by a wonderful team of nurses Physician Associate and consultant, I was cared for well, and every step was explained along the way, with kindness and compassion and patience. The team was very thorough, and showed real concern for getting to the bottom of what was going on, reassuring me throughout. The care I received was exceptional from the whole team, but especially from the physician associate who continuously kept us informed of what was happening and explaining everything to us, I felt safe and well cared for, and heard. The facilities were clean, welcoming and not overcrowded, I was regularly offered refreshments or food, which I politely declined due to feeling unwell, but my point is, I didn’t feel invisible, the staff were always checking in on myself and other patients. I would like to send my sincerest thanks to all the team on AEC Holmwood Ambulatory for their kindness and care 30th august. You are all truly wonderful.
Visited Don't know on August 2023
East Surrey Hospital has not yet replied.
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Review titled Holmwood Ambulatory Unit (AEC)
Rated 3 stars out of 5
by D Thomas - Posted on 30 August 2023
Arriving from A&E to receive swift, effective care and compassion, we were then directed to AEC aka Holmwood Ambulatory Unit, to arrive and be completely ignored by the receptionist, who proceeded to ignore us for 5 minutes, while she scrolled on her phone on social media. To elaborate, there wasn’t a queue, we were stood directly by the desk, and could visibly see her scrolling on her phone, choosing to leave us just stood there. When she finally finished what she was doing, we were met with an attitude and what was an already distressing situation for my partner who is unwell, was exasperated by this individuals lack of kindness and professionalism. Such a pity, as all other staff we had seen were exceptional, this individual needs reeducationing in the ethos of kindness, compassion, and as working as one team!
Visited Don't know on August 2023
East Surrey Hospital has not yet replied.
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Review titled Booked appointment
by lynpf45 - Posted on 22 September 2023
I was left a voice mail message asking me to ring the hospital and an extension number was left, nothing else. This was on the morning of my appointment. I contacted the hospital straight away as I was waiting for an appointment. I was told I had an appointment booked for me on the same day. I informed the member of staff that I would not be able to make the appointment, and arranged another appointment for the following week. This was quiet a worrying time for me as I have a lump in my throat which is growing and I was having a scan under the TWR. When I arrived home later that day an appointment was waiting for me, which was made the Thursday before the appointment on the Monday, and sent in the post, which I presumed was posted on the Friday. I ask the question why I was not phoned to see if I could make such a short notice appointment, or emailed. I have heard this is happening a lot in the hospital, emails cost nothing and phone calls minimal compared to the cost of paper envelopes and postage and printing the letter. Plus I believe you would have less cancelled appointments and happier patients.
Visited August 2023
Provided by Care opinion
Review titled East Surrey Hospital
Replied on 06 October 2023
Dear lynpf45, Thank you for taking the time to contact us to let us know about your experience with an Ultrasound booking. The phone call you received was to double-check you would be able to attend that day; this is routinely done when appointments appear as 'unconfirmed' in our diary to try to minimize unused appointment slots. I am sorry the appointment came at too short notice for you to be able to attend and I do agree there is some slippage in the system to allow this to happen. We do call patients for 'short notice appointments' in advance but we may be unable to leave a message due to patient confidentiality concerns. In the very near future, we will be exploring a range of different approaches to improve our booking efficiency, provide better notice for patients and to offer a wider range of appointment dates to patients so they can select one that suits them best. We will also be using the latest technology to allow patients to confirm their appointments and also a text reminder service With TWR referrals, we acknowledge this is a very worrying time for patients but please be reassured, that the booking team's focus is to fit all appointments in the required timescale. Please contact us at 01737 768511 EXT 7186/1440 so we can ensure your appointment is arranged as soon as possible Diane McFeeters Lead Operations Manager Diagnostic Imaging department East Surrey hospital
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Information supplied by Surrey and Sussex Healthcare NHS Trust