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 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
Provided by Care opinion
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Review titled Everyone is smiling but not helping
Rated 2 stars out of 5
by Olga Kuklina - Posted on 17 August 2023
Waiting for five hours in waiting room with injured finger not even received an ice pack. Had overseas flight at the same day - no one cares. If you can- stay away from this place.
Visited Accident and emergency services on August 2023
East Surrey Hospital has not yet replied.
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Review titled Faultless Treatment
Rated 5 stars out of 5
by Stuart M - Posted on 13 August 2023
I attended the A and E with a dislocated shoulder and was in extreme pain. I was triaged and treated within 30 minutes. Cannot praise the doctors and the nurses enough for everything they done. I ended up needing sedation for the relocation and the whole process from reception to X-ray was faultless. We are very fortunate to have a NHS!
Visited Accident and emergency services on August 2023
East Surrey Hospital has not yet replied.
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Review titled Absolutely first class compassion
Rated 5 stars out of 5
by Hills mitchell - Posted on 07 October 2023
From the ambulance crew .. to a and e staff ... the lovely porter.. the lovely xray department and especially to all the staff on Charlwood ward ...including the tea lady who made me smile daily ... I was in isolation due to covid and food poisoning and I would like to say a massive thank you to you all for looking after me and making me smile.. for all the compassion..care .. and laughter you gave me...you really are all first class and I'm proud of you all xx Thank you x
Visited Gastrointestinal and Liver services on August 2023
East Surrey Hospital has not yet replied.
Information supplied by Surrey and Sussex Healthcare NHS Trust