A&E Eastbourne District General Hospital

Contact

01323-417400

Kings Drive
Eastbourne
East Sussex
BN21 2UD

Location

CQC Widget


Leave your Feedback


Reviews (32)

Multiple visits due to cancer, DVT, and Pneum

March 16, 2024
Once through triage the service is exemplary.
David Wilkinson

10 hour overnight wait in A and E

January 17, 2024
I want to be more positive. I understand the pressure the NHS is under and how this impacts. However, what I observed in the 10 hour wait was not about lack of resources but more about attitudes and commitment to care demonstrated by those in the roles of helping us. In my view, small actions by everyone would have contributed to making us patients feel listened to, respected and cared for. That's not to say that it wasn't there, just that it wasn't very evident. Maybe if it was, the energy would have been less negative and the atmosphere less stressed. As I sat with my husband who was in a lot of pain, I observed:

The doctors and nurses made no eye contact with those of us in the waiting room as they came and went. It felt like a deliberate ploy to avoid the need to engage. The people waiting the 10 hours through the night remained calm and patient despite this. Some general acknowledgement of their needs, concerns, worries and patience during this time would have gone a long way to prevent the feelings of being invisible, ignored and unimportant which developed over those hours. We all understand the need to prioritise patients but there are available ways to help everyone by exercising compassion and empathy in small, undemanding ways.
Brief communication with us, particularly when the waiting time grew from 3 to5 to 7 and then 10 hours, would have helped everyone to understand, appreciate the circumstances and feel visible.
Around the walls were posters reminding us to 'Respect' the staff. I heartily agree with this and am saddened that they are necessary. However, respect is two way and is earned. I didn't feel that our experience recognised or respected my husband's pain, largely because of the above. As an example, at one point a nurse called my husband and observed his struggle to stand and his pain from across the room. She repeated his name in a more sharp way to hurry him. When we reached her all she asked for was the urine sample he had in his hand. My husband's pain and discomfort could have been easily avoided by some show of care and compassion from the nurse concerned had she come to collect it herself. I am certain that the majority of the people in AE with us would rather have been in their beds and some recognition by staff would have gone a long way to aid everyone's wellbeing and create a more positive atmosphere than the one we were experiencing.
To aid things too, a refreshment machine would have been helpful. The 10/11 hour waits people experienced would have been eased by available refreshment, I'm sure. The night time hours can feel particularly arduous if spent sitting on a hard seat without available sustenance to access. It feels that it would be in the department's interests to ease the wait in as many ways as possible.
Despite this, there were some highlights to demonstrate hope and confidence in the NHS to successfully tackle the challenges and should equally be recognised.
Firstly, the receptionist who worked alone most of the night. She showed patience, compassion and empathy towards us all and answered our questions honestly and accurately. She knew what was needed and took the time and trouble to make us feel heard, respected and valued. Thankyou!
Thank you too, to the nurse who noticed my husband's pain and distress and brought medication without us having to ask. We were very grateful and again felt cared for and valued.
Finally, to Dr Robert..... who came on duty around 06.00. His positive energy and his urgency in attending to those of us waiting as soon as he arrived, felt purposeful and efficient in contrast to what had gone before.
I hope I have given balanced feedback and that it is of some use to you.
It is given in the context of us all working together to overcome the challenges and improve the service we all love and deserve.
Mrs G Mills

Reply from A&E Eastbourne District General Hospital

Thank you for taking the time to provide valuable feedback following your husband's attendance to the Emergency Department (ED) at Eastbourne District General Hospital. Your comments have been shared with the Head of Nursing, who would like to apologise for the waiting time your husband experienced. She was also disappointed to learn that you did not observe a caring and compassionate atmosphere, as we do have nurses responsible for the waiting room who are available to answer concerns or questions. Whilst the ED is a fast paced and stressful environment, and staff may be focused on their next task, the Head of Nursing will highlight your observations to the team so they are aware of how this can be perceived by patients waiting to be seen and their relatives. Please be advised that we are in the process of ordering an improved communication system for the ED which will help to explain to patients why there are delays, as well as a process map to display so patients understand all the different pathways and outcomes available to patients. We also recognise that there are limited options available for refreshments in the ED and have a savoury vending machine on order.

Finally, thank you for your kind words regarding Dr Robert, a nurse, and the receptionist on duty. If you would like to discuss your husband's experience further with a member of our Patient Experience Team, then please contact 0300 131 4784 or email esh-tr.PatientExperience@nhs.net


Provider responded

10 hour wait time disgusting

January 5, 2024
Hard seats
Only food is chocolate and sweets
Unhelpful receptionist don’t give eye contact
John

Reply from A&E Eastbourne District General Hospital

We are sorry that you experienced an extended waiting time when you recently attended the Emergency Department (ED) at Eastbourne District General Hospital. Our ED's are currently experiencing a high volume of patients attending for an unpredictable range of illnesses and injuries and regrettably, at times, this results in longer waiting times for our patients than we would wish for, as was your experience on this occasion. In terms of your feedback around the choice for food, we do recognise there is a lack of alternative options in the vending machine, however, please be assured that this is being addressed, as we have a savoury snack/food machine on order for the ED. We were also disappointed to learn that you found the receptionist to be unhelpful, which has been highlighted to the Head of Nursing. Finally, please accept our sincere apologies for your experience and if you would like to discuss this matter further with a member of our Patient Experience Team, then please contact 0300 131 4784 or email esh-tr.PatientExperience@nhs.net


Provider responded

Unacceptable waiting times in A & E.

December 16, 2023
Husband doubled over with crippling stomach pains in his side and throwing up. Could hardly walk or breath. He’s been waiting 8 hours do far and told will be another 10 hours. Completely and utterly unacceptable. To be left sitting in a cramped chair in terrible unbearable agony. Rude receptionist, no compassion. Disgrace.
Anonymous

Reply from A&E Eastbourne District General Hospital

Thank you for taking the time to provide feedback following your husband's attendance to the Emergency Department (ED) at Eastbourne District General Hospital. We were very sorry to learn of the extended waiting time your husband experienced. As you may be aware, our ED’s are experiencing a high volume of patients attending for an unpredictable range of illnesses and injuries. All patients on arrival to the ED are assessed by the Triage Nurse and patients are seen according to clinical priority. At times when the ED is clinically challenged, this regrettably results in longer waiting times for our patients than we would wish for, as was your husband's experience on this occasion. Please accept our sincere apologies for the extended wait and the lack of compassion shown. We were also disappointed to learn that you found the receptionist to be rude, which will be shared with the Reception Lead. Once again, please accept our apologies for your husband's experience and 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


Provider responded

Had kidney stones. worse experience ever.

November 22, 2023
Had kidney stones went to The a&e with my brother at 10am was seen hours later, got out of hospital at 8pm. and all they did was give me a script for some pain killers then sent me on my way. had to wait 2 months for a appointment for someone to remove the stones..

Worse a&e i have ever been to.
Anonymous

Reply from A&E Eastbourne District General Hospital

We are sorry to hear of your experience and for the delays you encountered when attending the Emergency Department at Eastbourne District General Hospital. Your comments were shared with the Head of Nursing who apologises for the long waiting time you endured. If you would like us to investigate why you were not provided with further tests or investigations upon this presentation please contact the Patient Experience Team, on 0300 131 4784 or email esh-tr.PatientExperience@nhs.net, who will assist you with this.


Provider responded

Shockingly long time spent in A&E 11 hrs

November 20, 2023
Nov 3rd My 92 Yr old mother and I waited 10 hours in A&E to be seen by doctor. Younger rude receptionist replaced by lovely older receptionist later helped us out after we threatened to leave after 8hrs. Poor facilities and seating. The A&E screen said "4 hour" wait and that the Elderly and Children will be given priority, this was not the case. Appalling experience.
Anonymous

Reply from A&E Eastbourne District General Hospital

We are sorry to learn of your experience when attending the Emergency Department at Eastbourne District Hospital with your mother. Your comments were shared with the Head of Nursing who apologises for the long wait your mother endured, as this is not what we would wish, but regrettably the department was clinically challenged that day. We are also sorry to hear that a receptionist was rude to you as this is not how we would expect our staff to behave. This matter will be addressed with the Reception Lead. We are aware there is currently an issue with the waiting time screen, and this is being looked at by the Communications Team as we recognise it is vital that patients are given accurate information. Once again, please accept our apologies for your mother's experience and 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


Provider responded

Poorly organised no-one in charge

November 6, 2023
The physical layout of the A&E reception is poorly designed for starters, the computer system apparently are down and no one obviously in charge so no clear way of getting a very elderly patient seen in anything like a reasonable time, organise the seating, allocate places in the assessment queue with paper tickets at least,
Anonymous

Reply from A&E Eastbourne District General Hospital

We are sorry to read your comments regarding your experience of the Emergency Department at Eastbourne District General Hospital, which has been shared with the Head of Nursing. We are aware there have been issues with our electronic triage system but we have now improved our signage and during certain hours we have a volunteer and a navigator who helps patients book in and orientate them to the area. We apologise this was not your experience and should you wish 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


Provider responded

8 hour wait in A&E - shocking

October 30, 2023
It is ridiculous to wait over 8 hours in A&E to be seen. No communication, nothing. Cramped seating, no updates, when I asked a very bored receptionist after 5.5 hours how much longer, I got a rude response, 8 hours. Waiting times on TV changed from 5 to 7 hours straight after I asked the question.
Anonymous

Reply from A&E Eastbourne District General Hospital

Please accept our apologies that you had such an extended waiting time when you attended the Emergency Department at Eastbourne District General Hospital, as this is not what we would wish. Your experience has been relayed to the Head of Nursing for Emergency Care at Eastbourne, who was also disappointed to learn that you were not kept updated, which will be highlighted to the team. It is recognised that the waiting times being displayed on the screen in the waiting room was an issue, however, since your attendance this has now been resolved. We would once again like to apologise for your poor experience, and should you wish 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


Provider responded

Seen quickly, friendly and kind staff.

October 29, 2023
I arrived feeling scared and was made to feel safe as soon as I saw the triage nurse. The HCA who did my ECG and took blood was lovely. Went through to a cubicle and the nurse and matron were so reassuring and everything was done quickly. The first 2 Drs were amazing and the whole time I felt like I was being looked after, even though everyone was busy. In resus a new team of drs, nurses and an anaesthetist talked me through what was going to happen and I felt like I was in very safe hands the whole time. This was the first time this had happened to me so I was scared but I think everyone soon picked up on the fact that sense of humour was key to keeping me on an even keel! Thank you everyone.
Kim

Reply from A&E Eastbourne District General Hospital

Dear Kim, Thank you for taking the time to leave your review regarding your attendance to the Emergency Department at Eastbourne District General Hospital, as it is really appreciated. We are pleased to learn that staff treated you with kindness and provided you with reassurance especially when you were feeling so scared. It is also reassuring to hear that your treatment was timely and your kind words will be shared with the team.


Provider responded

One receptionist should not be there

October 16, 2023
Called 999 for our daughter who was struggling to breath. Ambulance arrived and where amazing, found out they were from Worthing and had to help over in Eastbourne. They said our daughter had croup and was given steroids to help but just to be safe they would bring her in to Eastbourne DGH for general observation. When we arrived the receptionist said to the ambulance team that they shouldn't of brought her here and they don't treat children at this hospital. The ambulance driver said to the receptionist what kind of hospital is this if you don't treat children. Then the receptionist said we will do this for now but children shouldn't be here. When we walked into the kids waiting room which is hilarious if they don't treat children, there were other children younger than our daughter so clearly this was rubbish. Also receptionist shouldn't be the ones informing us of this that's not their job. By the time our daughter was seen she was fast asleep and exhausted so the doctor struggled to do the checks he needed to do as our daughter would just have a meltdown. We understand that it would be better to be in Hastings but my partner was at home with our other daughter who was asleep so how would we have got home as taxi drivers request that we have a child car seat so that's something you can't take with on an ambulance with a stroller and a 1 year old. So Eastbourne which is closer is easier for us. We found out a few days later that there is a pediatrician at Eastbourne but finishes at 10pm, why didn't the receptionist say that when we arrived instead of being rude and saying they don't treat children. I'm sure A&E can be a stressful job with long wait times but just some decent respect to patients is clearly common sense. Sadly Eastbourne DGH haven't changed even before the pandemic and it's a shame really
David

Reply from A&E Eastbourne District General Hospital

Dear David, Thank you taking the time to provide feedback. We were sorry to learn of the interactions involving a member of our Reception Team, and realise this will have added to your overall anxiety when your daughter was ill. Your comments have been shared with the Head of Nursing for Emergency Care at Eastbourne, who wishes to apologise for your experience, which she will be discussing with the Reception Lead. Whilst we do treat children at Eastbourne District General Hospital, the pathway for paediatric patients arriving by Ambulance is to go to the Conquest Hospital, however, we appreciate that if the crew were out of area they may not have been aware of this. We do have Paediatric Nurses on duty during the day who finish at 10.00pm and outside of these areas, they can discuss cases over the telephone. Once again, please accept our apologies and 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


Provider responded
Sign up to our mailing listKeep up-to-date with Healthwatch East Sussex and receive regular information on our activities and how you can have your say on local health and social care services

For detail on how we use your data please view our privacy policy here.