A&E Eastbourne District General Hospital

We are very sorry to learn of the delays your wife experienced during her attendance to the Emergency Department at Eastbourne District General Hospital, as we appreciate how worrying this time would have been for you both. We would always try to avoid unnecessary delays for our patients however if the department is clinically challenged this can sadly impact on waiting times for our patients. It is disappointing to hear that the waiting room was dirty as regular checks should be undertaken by the housekeeping team. With regard to the wearing of face masks we can advise that it is no longer a mandatory requirement for staff or patients to wear them, but is a personal choice. Please be assured that your feedback will be shared with the Emergency Department and the housekeeping team for their reflection. 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

Thank you for providing such lovely feedback following your attendance to the Emergency Department at Eastbourne District General Hospital. It was pleasing to read that you were reviewed promptly on arrival, and underwent the necessary investigations for the symptoms you presented with. We were pleased that you were treated in a caring and professional manner as this underpins the Trust's core values. We will ensure your feedback is relayed to the team in the Emergency Department.

Thank you for taking the time to leave a message about the wait you were experiencing in the Emergency Department (ED), Eastbourne District General Hospital; we are sorry for the concern and frustration the wait was causing you. 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 due to difficulties accessing primary care services such as GP's and coupled with the unpredictability of emergency and life threatening cases arriving, 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 and apologise for this.

The Trust strives to provide a high and timely standard of care to all patients in what has been, and continues to be, difficult and challenging times, and we are therefore disappointed this was not your experience. Please accept our apologies for the frustration and dissatisfaction you and your son have experienced as this is not what the Trust would want any patient or relative to feel. If you would like to provide us with some more information about your experience please contact our Patient Experience Team on 0300 131 4784 and we will be happy to help you. In the meantime, take care and keep safe.

Thank you for taking the time to leave us some feedback about your recent visit to the Emergency Department (ED) at Eastbourne District General Hospital; we do appreciate it. The Trust strives to provide a high and timely standard of care to all patients in what has been, and continues to be, difficult and challenging times, and we are therefore disappointed this was not your experience. Please accept our apologies for the frustration and dissatisfaction you have conveyed as this is not what the Trust would want any patient/ parent to feel. 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

Dear Robert, thank you for taking the time to leave us some positive feedback about the care and treatment provided to your son at Eastbourne District General Hospital (DGH) after he suffered a shoulder dislocation; we do appreciate it. The Trust works hard to provide all patients with a high and responsive standard of care, and so we are delighted to learn this was the experience you and your son had. We very much hope he has made a good and comfortable recovery, and send you our best wishes.

Thank you for taking the time to leave us some feedback about your attendance to the Emergency Department (ED) at Eastbourne District General Hospital (DGH); we do appreciate it. The Trust continues to work hard to provide all patients with a high standard of care, and we are sorry this was not your experience on this occasion. As you will have seen from the media, ED's up and down the country are seeing ever increasing numbers of patients attending for a wider range of illnesses and injuries, and the rate of attendances can be unpredictable which means there are times when the wait to be seen can be a great deal longer than we would hope for. As ED's have a high volume of patients passing through each day and were never designed to be areas where patients sat and waited for in excess of several hours, the seating has to be practical, easy to keep clean and maintain, and as comfortable as possible bearing in mind some of the conditions patients present in. In terms of your comments about facilities, there are toilets located in the immediate area of the ED at Eastbourne DGH, a water fountain is just around the corner and vending machines offer drinks and snacks if the nearby coffee shop and Friends shop are closed. Although the requirement to wear a face mask in public areas was removed by the Government in 2022, we reintroduced the requirement in our clinical areas in order to keep patients, staff and visitors safe, but of course you will appreciate that some individuals are exempt from wearing a mask and it is not for the Trust to challenge those who are not wearing one. We care very much about our patients, despite the ongoing challenges we face in the current healthcare climate, and can only apologise that from your brief attendance you do not agree. We very much hope that you were able to get your symptoms reviewed and are now well again in your health.

Dear Gillian,

Thank you for taking the time to leave such lovely words about your recent care in the Emergency Department (ED) at Eastbourne District General Hospital; we appreciate it. The Trust works hard to provide a high standard of care for all patients in what continues to be challenging times, and so we are delighted to read you were treated with care and kindness at what was clearly an uncomfortable and distressing time for you despite how busy the ED was.

We very much hope the infection has cleared up and you are feeling much better, and will share your feedback with staff. Take care Gillian, keep well and stay safe.

Thank you for taking the time to leave us some feedback about your three recent attendances to the Emergency Department (ED) at Eastbourne District General Hospital; we are sorry for the disappointing experiences you have described, which appear to have been repeated on each visit, and offer our sincere apologies. This is not how we wish any patient to feel, particularly given you mention being pregnant, as your symptoms would have also been an extra worry for your unborn baby.

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 due to difficulties accessing primary care services such as GP's and coupled with the unpredictability of emergency and life threatening cases arriving, 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 and apologise for this.

We are concerned to note your comments about staff not attending to you when in pain, and will ask our Head of Nursing to reflect on your feedback. Please be assured that whilst you describe three very unsatisfactory experiences of care, we are doing our best in complex and challenging times to provide a good standard of care.

If you would find it helpful to speak to a member of staff about your experiences, do contact our Patient Advice and Liaison Service (PALS); they can be called on 0300 131 4784, you can reach them via email at esh-tr.PALSE@nhs.net or you can visit their office between 10.00am and 3.00pm Monday to Friday (excluding Bank Holidays).

In the meantime, we very much hope you have received treatment for the symptoms you presented with and are feeling better. Please take care, keep well and stay safe.

Dear June,

Thank you for taking the time to leave us such kind words about your recent experience of the Emergency Department (ED) at Eastbourne District General Hospital; we really appreciate it. The Trust works hard to provide a high and timely standard of care for all patients, and in what you observed to be an extremely busy time, and so we are delighted to read that in spite of how busy the ED was, you received a standard of care you felt was second to none.

It was also assuring to read your experience reflected the Trust values of kindness and compassion, and you were treated professionally and with care. We will share your generous words with staff as they will want to read your appreciation, and very much hope you have now been treated for or are due to receive care for the bowel blockage, and are keeping safe and well. Take care June.