Eastbourne District General Hospital
Kings Drive, Eastbourne, East Sussex, BN21 2UDContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Still waiting, poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 09 March 2023
My husband was discharged a after a stay in CCU with the recommendation for Iron infusion to be arranged by Heart failure team. He has been home over 3 weeks now & the heart failure nurse has told us she is waiting for authorisation from a consultant. She says she has sent emails but still hasn't had a reply. Meanwhile my husband is unable to do anything without being completely out of breath & is virtually sofa bound. I have tried ringing the consultant on his letter to the gp but been unable to talk to him. The secretary I spoke to was going to try & ask him what was happening but I still haven't heard anything? Will try PALS but doesn't sound like anyone has had much luck with them either.
Visited Cardiology on March 2023
Review titled Eastbourne District General Hospital
Replied on 16 June 2023
Thank you for taking the time to provide us with feedback in terms of the aftercare your husband received following his stay in our Coronary Care Unit. We are very sorry to learn that there has been a delay with the medical team authorising your husband's iron infusion and apologise for this, as we can appreciate how frustrating and worrying this has been for you both. We hope you did make contact with our Patient Experience Team - Patient Advice and Liaison Service (PALS), as indicated, and that your husband has now received the appropriate treatment. However, if you are still experiencing problems with your husband's ongoing care, we would encourage you to reach out to our Patient Experience Team. They can be contacted on 0300 131 4784 or email esh-tr.PatientExperience@nhs.net
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Review titled CDU - Procedures/ Practice/ Unprofessional Nurses
Rated 2 stars out of 5
by Andrew J Stevens - Posted on 20 February 2023
After an extended stay in CDU due further testing across weekend, not being fit to discharge my mother was told abruptly by CDU nurse she was being discharged. Still suffering the condition she has been admitted for she asked what the outcome / further treatment - the CDU nurse told her she was being discharged for needing bed. Also the nurse expressed my mother was draining money from the NHS by being in CDU. She asked for a doctor to find out follow on treatment and was told none were available. Additionally my mother signed in / secured her valuables with ward nurse, however on discharge they were not returned to her. On return home (lives alone) she informed me of this. I contacted CDU and asked to investigate and find these recorded items. Initially I was informed by the CDU nurse she had received all items back as part of discharge, I persisted as I knew this was incorrect. On further investigation the valuables where found, I asked why they weren't returned as part of discharge procedure? The CDU nurse stated she wasn't informed that these valuables were held / recorded in the main medicine cabinet on her hand procedure coming on shift. I asked if this was a procedural requirement on hand over, she said it was. I asked her managers contact details and was told to use the PALS complaints - she refused to give her name. I'm yet to discover how I will get her valuables back - not a professional unit - urgently needs review. Unfortunately
Visited Accident and emergency services on February 2023
Review titled Eastbourne District General Hospital
Replied on 26 May 2023
Dear Andrew, Thank you for taking the time to leave us feedback following your mother's experience of care at Eastbourne District General Hospital; we do appreciate it as it is important that we listen to and learn from a patient/relative's experience whenever we can. The Trust works very hard to provide all patients with a high standard of care, and therefore we are both disappointed and concerned that this was not the case for your mother and offer our apologies for this. The comment that was made to your mother is not what we would expect from a member of our staff and will be highlighted to the relevant Head of Nursing. In terms of your mother's valuables, we hope this has now been resolved, however, if you would like to discuss this matter further or any other aspect of your mother's experience with a member of the Patient Experience Team, then please contact 0300 131 4784 or email esh-tr.PatientExperience@nhs.net
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Review titled Very grateful
Rated 5 stars out of 5
by Carol Hicks - Posted on 16 February 2023
I would like to thank the Fracture Clinic for the excellent care I have received over the last 3 months. From reception, X-ray, nursing staff and Consultants I was treated with kindness and professionalism. Thank you all so much I am very grateful to you all.
Visited Accident and emergency services on February 2023
Review titled Eastbourne District General Hospital
Replied on 26 May 2023
Dear Carol, Thank for providing such heartfelt feedback about your care in the Fracture Clinic over a three month period. It was pleasing to read that throughout your treatment pathway you were treated with kindness and professionalism at all levels. We will ensure that your lovely comments are relayed to the entire team in Fracture Clinic, which includes our Radiology Team.
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Review titled Waiting times getting longer instead of improving
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2023
I was here recently with my daughter, waiting time in screen was 5 hours, real time was 7 hours. Possibly diagnostic of scarlet fever (very contegious) make her wait all those hours for 5 minute consultation. On arrival was 10 people in waiting area in total. So, still taking 7 hours!!! Appalling, very disorganised. From calling someone, the person slowly walking towards the doctor...doctor went back in...doctor didn't call anyone else for 15 minutes...saw doctor walking around, then after 20 minutes decided to call same person again without in that wasted time seen another patient. Consultation lasted less than 5 minutes! Last time I came triage nurse took 4 hours to see a patient! At reception said not always is needed to see a patient by triage nurse! This person was on motorcycle accident possibly broken leg and in severe pain. My advise for anybody coming to A and E at Eastboure:- pack a picnic with you, bring phone charger, and bring own painkillers because you might die in pain before you been conforted.
Visited Accident and emergency services on January 2023
Review titled Eastbourne District General Hospital
Replied on 25 April 2023
Thank you for taking the time to tell us your thoughts about our Emergency Department (ED) at Eastbourne District General Hospital when you attended with your daughter in January 2023, as we do appreciate your comments. The Trust works hard to provide a high standard of care to all patients however, you will appreciate that our ED's are seeing increasing numbers of patient attendances for a wider range of illnesses and injuries and coupled with the unpredictability of emergency and life-threatening cases arriving, it does mean the ability of staff to see patients as quickly as they would wish to is affected by these factors. We are sorry that you have had a disappointing experience of our ED, and hope that your daughter is recovering from the symptoms she presented with. If you would like to discuss this matter further with a member of the Patient Experience Team, then please contact 0300 131 4784 or email esh-tr.PatientExperience@nhs.net
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Review titled Surgery
Rated 5 stars out of 5
by Anonymous - Posted on 10 February 2023
I recently had gynaecological surgery and my experience was very positive. Well organised from the moment of arrival. The surgeon, anesthetist and nurses were very kind and very understanding. The surgeon was incredibly accommodating about my treatment requests, which I am very grateful for. After surgery, the nurses checked on me very regularly and I felt very safe and well looked after. I was a bit anxious that I could not have a family member with me, due to COVID policies, but I actually found the staff were so kind it was easy to manage. The only thing I think could be better is the information given in writing upon discharge - the discharge letter could contain more information, such as how long to wear the surgical stockings for or how to treat the wounds, when you can have a shower, etc. It would also be helpful to have a report with information in depth about the surgery. But, overall, a very good experience.
Visited Gynaecology on January 2023
Review titled Eastbourne District General Hospital
Replied on 26 May 2023
Thank you for taking the time to provide such lovely feedback following your gynaecology procedure. We appreciate that coming in to hospital to have surgery is an anxious time for a patient, so we were reassured and pleased to learn that staff put you at ease and made you feel well cared for. Your feedback on how we can improve the service we provide to our patients on discharge is valuable and will be shared along with your positive comments. We hope you have made a full recovery following your surgery.
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Review titled signage
Rated 4 stars out of 5
by Anonymous - Posted on 26 January 2023
I have always understood that good signage is critical in a hospital to assist patients and staff in finding where they are to attend. I was dismayed by the new signs in the main entrance, which helpfully say green zone on a green background without detailing which departments can be found in the green zone, etc. I discovered the key list at the side of the foyer on my return from the phlebotomy department. This list is not clear to read from the entrance, phlebotomy particularly, as it can be obscured by anyone sitting on the chairs in front of the list. Entering a hospital can be a very anxious experience for people, surely the trust could have found a better system to assist patients, staff, visitors and volunteers accessing the building. I wonder just how much was spent on this new, unhelpful, system and why. I have not experienced this difficulty in other hospitals in the Uk.
Visited Don't know on January 2023
Review titled Eastbourne District General Hospital
Replied on 25 April 2023
Thank you for taking to time to provide feedback on our signage at Eastbourne District General Hospital. We agree that good signage is critical in a hospital environment and will share your comments with our Estates and Facilities Team.
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Review titled Keep up the good work
by crickethp67 - Posted on 10 January 2023
I had my colonoscopy at D&G today and was treated with so much respect . I was told what they were doing every step of the way and was told to let them know if I was in to much pain or I wanted them to stop . The lovely nurse was rubbing my arm all the way through the procedure. When it was over the doctor explained what he had done and seen I was taken to recovery and given tea and biscuits and a nurse came and explained everything to me again showing pictures and explained a copy will go to my GP and biopsy’s results are 4-6 weeks. Can’t thank them enough for there great care and respect Keep up the good work your one in a million [Unsure about 'Being listened to'] [Unsure about 'Explanations'] [Unsure about 'Other staff']
Visited January 2023
Provided by Care opinion
Review titled Eastbourne District General Hospital
Replied on 25 April 2023
Thank for your lovely comments following your colonoscopy at Eastbourne District General Hospital. The Trust strives to provide a high standard of care to all patients and so we were delighted to read that you were treated with respect and compassion, as this underpins our core values. We were also reassured that you were communicated with throughout your procedure. We will ensure your generous feedback is shared with the staff and send you our very best wishes.
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Review titled First class care
Rated 5 stars out of 5
by Oli - Posted on 09 January 2023
I went A & E in the afternoon with a tightness in my chest which I suspected to be a heart attack & was later confirmed, having already experienced a cardiac arrest I was seen fairly quickly & after some tests I was in operation for my second stent, the time between my entry & operation was exceptional considering the hospital was having to take in patients from further away due to the strikes. It was considered to move me to another hospital due to the capacity issues but because of the snow being so bad they decided to keep me here. Despite these restrictions I never once felt I received anything but the very best care & solutions were always found to any issue. The staff clearly went above & beyond as a standard, having to look after a full ward which even had workman carrying out their jobs as well was made to look easy. While all the staff were working hard they was always friendly & willing to help, as much with keeping up people's spirits in hard times as well as the medical care they're providing.
Visited Cardiology on December 2022
Review titled Eastbourne District General Hospital
Replied on 25 April 2023
Dear Oli, Thank you for taking the time to leave such lovely feedback following your admission to the Emergency Department at Eastbourne District General Hospital which resulted in a stent operation. The Trust works very hard to provide a high standard of care for all patient in what continues to be challenging times, as so we are delighted to read that you had such a positive experience at what was clearly a worrying and difficult time for you having suffered a cardiac arrest. It was pleasing to read that staff excelled in their duty of care with reflects our values of respect and compassion and we will share your feedback with the staff as they want to know how pleased you were with the care you received. We hope you are keeping well.
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Review titled Not acceptable
Rated 2 stars out of 5
by Susan Lovejoy - Posted on 02 December 2022
Today i visited the a and e department as I had severe pain in my right foot. I was already waiting for an x ray of my foot which was requested by my doctor earlier in the week . During the week the pain had become more severe and was waking me at night. I could not stand for any length of time and only limp which was affecting my employment and daily routine. I had read that the problem I was experiencing should be addressed to avoid further damage and possible permanent deformity. I therefore thought it was reasonable to attend a and e at Eastbourne. I booked in an ipad and began waiting. The display informed patients that there was a seven hour wait to see a doctor. There were few seats with many patients standing waiting. After a short wait I was called into triage and told that as i was under my gp there was nothing that they would do for me and I was to wait until the x ray appointment came through. No matter how much I explained that the pain had worsened The nurse was adamant that I could not be seen and must ask my doctor for stronger pain killers. The nurse told me that there was an aging population in the country and due to this, care was limited. I am of the aging population who has paid my contributions for forty five years. I resented this excuse. My foot was not even examined due to the fact that I hadn't had an accident or trauma. Therefore the bone sticking out at the side of my foot and the bruise were never observed. I explained that I believed that it was a stress fracture from long standing foot issues however his was totally dismissed. When I do receive an x ray and follow up with the m s k department and discover that perhaps further unnecessary injury has occurred or possible deformity I will consider making a formal complaint.
Visited Accident and emergency services on December 2022
Review titled Eastbourne District General Hospital
Replied on 25 April 2023
Dear Susan, Thank you for leaving feedback about your concerns with the standard of care you received when you attended the Emergency Department at Eastbourne District General Hospital in December 2022. We are sorry for the disappointing experience you describe. As you may be aware, ED's up and down the country are experiencing ever increasing numbers of patient attendances for a growing range of illnesses and injuries which means there can regrettably be a delay in the ability of staff to see patients as quickly as they would want to. We continue to work with the wider healthcare system across Sussex to ensure that those patients who need to be seen in the ED are seen as soon as possible, but appreciate this is of little consolation to you and apologise for this. We do hope that you have now been seen by the MSK Service and have been given a definitive diagnosis. However, if you would find it helpful to speak to a member of staff about your experience, do contact our Patient Experience Team, either by telephone on 0300 131 4784 or by email esh-tr.patientexperience@nhs.net
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Review titled 12 hour wait
Rated 3 stars out of 5
by Anonymous - Posted on 17 January 2023
I brought my 89 year old father into the hospital with a letter from his GP stating that he needed urgent monitoring as the blood tests he had received the previous day were concerning. We arrived at 2.45pm and I was finally able to leave him at 3.15am. Once we saw the medical staff they were wonderful but the wait was interminable, he was uncomfortable with heart failure, kidney failure, excess fluid everywhere which had restricted his mobility. It is disappointing that a man of his age who worked until he was 83 should be made to wait for such a very long time in very difficult conditions. I appreciate that the service is under severe pressure and I am grateful for the support he has received since (he is still in the hospital) but that afternoon/evening/night was an unacceptably stressful and uncomfortable time.
Visited Accident and emergency services on December 2022
Review titled Eastbourne District General Hospital
Replied on 25 April 2023
Thank you for taking the time to leave us feedback about your observations and experience of the Emergency Department (ED) at Eastbourne District General Hospital; we do appreciate it. The Trust works hard to provide a high standard of care to all patients and whilst we are sorry that your father incurred a long wait to be seen, we are pleased to read that the medical staff were wonderful. As you may be aware, ED's up and down the country are experiencing ever increasing numbers of patient attendances for a growing range of illnesses and injuries which means there can regrettably be a delay in the ability of staff to see patients as quickly as they would want to. We continue to work with the wider healthcare system across Sussex to ensure that those patients who do need to be seen in the ED are seen as soon as possible, but appreciate this is of little consolation to you or your father and apologise for this. Please accept our best wishes and I do hope you are both keeping safe and well.
Information supplied by East Sussex Healthcare NHS Trust